In order to help customer care personnel perform their daily tasks in a fast and reliable manner, this interactive workshop repeats and thus enforces the knowledge presented in the courses CC-1JE11 Introduction to Customers and Contracts and CC-2JE12 Customer and Contract Maintenance.

It is strongly recommended to take this course if you are working with Customer Center on a daily basis.

In several use cases participants will also learn to apply Customer Center functions in daily customer care situations.

Apply knowledge acquired in courses CC-1JE11 Introduction to Customers and Contracts and CC-2JE12 Customer and Contract Maintenance

Handle real-life customer care situations within Customer Center (CX)

Customer Care

The knowledge level of the following seminars is required:

CC-1JE11 Introduction to Customers and Contracts, or SY-1JE19 BSCS iX Release 3: Starter Training

CC-2JE12 Customer and Contract Maintenance

Common Customer Complaints
Reviews and practices the handling of common customer complaints, including payments, service handling, SIM change, MSISDN change, call investigation, and memos.

Marketing Incentives
Provides hands-on exercises for different discounting features provided within BSCS.

Corporate Customer Features
Reviews and practices the administration of large accounts and its billing implications, closed user groups (CUGs), virtual private networks (VPNs), and sharing of free units.