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Updated: Aug 19, 2026
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| Section | Objectives |
|---|---|
| Topic 1: Service Quality and Continuous Improvement | - Customer satisfaction measurement - Process improvement awareness |
| Topic 2: Problem Solving and Troubleshooting | - Basic troubleshooting techniques - Root cause identification |
| Topic 3: Incident and Ticket Management | - Ticket lifecycle and documentation - Prioritization and escalation |
| Topic 4: Customer Service Fundamentals | - Customer expectations and service standards - Service mindset and professionalism |
| Topic 5: Communication Skills | - Active listening and empathy - Verbal and written communication |
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