Chapter 01 Introduction to CS 9

Section 1 Introduction to CS Management 11
Section 2 Customer Satisfaction Management 27
Section 3 CS Consciousness 52
Section 4 Customer Relationship Management 68
Section 5 Definition of Services 99
Section 6 Service Leadership 114
Expected Exam Questions 126

Chapter 02 CS Strategy Theory 137

Section 1 Service Techniques 139
Section 2 Service Differentiation 154
Section 3: Case Studies on Service Differentiation 164
Section 4 Service Quality 176
Section 5 CS Evaluation Survey 195
Section 6 CS Consulting 212
Section 7: CS Innovation Strategy 223
Expected Exam Questions 241

Chapter 03 Customer Management Practices 253

Section 1 Telephone Service 255
Section 2 Customer Service 279
Section 3: Manners and Etiquette 297
Section 4 Business Response 308
Article 5, Consumer Protection Act, Article 327
Section 6 Personal Information Protection Act 360
Section 7 Protocol and Meetings 415
Section 8 Presentation 419
Expected Exam Question 429

[Mock Exam]

1st 443
2nd 456
3rd 470

[Correct Answers and Explanations for the Mock Exam]

1st 485
2nd 490
3rd 497

Greetings

A new future is expected to arrive thanks to the Fourth Industrial Revolution, which includes the ontact era brought on by COVID-19, big data, and AI.
Among them, many experts say that an era of job shock is coming.
This means that as technology advances, jobs we know will disappear and robots will take over the work that people can do.

However, in this age of advanced technology, the importance of “human service,” a unique domain that only humans can perform, will only grow.
As distribution channels diversify and competition between channels intensifies, "how to connect with consumers" has become a top priority for companies.
In an era of oversupply, what ultimately increases a company's added value is "human service."

In this era of change, we are reaching a point where service personnel, who understand customers and communicate at their level, are becoming increasingly important, a unique domain that only humans can master.
As technology advances, it becomes increasingly important to acquire customers through human-provided services and expand customer bases through word-of-mouth and information sharing.
Because it is service professionals who can create the results that sustain a business.


The present age is the “era of customer satisfaction.”
We have entered an era where businesses cannot survive without satisfying their customers.
Service professionals, who demonstrate unique capabilities that only humans can achieve, are truly important as emerging professions in this changing era.
This is why, as the service industry develops, the demand for practical service personnel is gradually increasing.

Recently, leading domestic companies and universities have also been highly evaluating the CS Leaders qualification.
Additionally, those who obtain CS Leaders qualifications will continue to receive bonus points when seeking employment or promotion.
To increase customer satisfaction and enhance corporate image, the CS Leaders qualification is essential.

The CS Leaders certification is a nationally recognized private certification administered by the Korea Information Evaluation Association and accredited by the Ministry of Trade, Industry and Energy. Earning the CS Leaders certification will significantly assist you in developing into a service expert.
We promise to do our best to ensure that this textbook not only helps you achieve excellent qualifications but also lays the foundation for you to grow into a new generation of future service professionals.


Analysis of exam trends

The CS Leaders Management Qualification Exam is largely comprised of three sections: Introduction to CS, CS Strategy, and Customer Management Practice.
Recently, many new trends in questions have been asked, and since the exam contains a variety of CS-related content, it is by no means easy to pass by memorization alone without a complete understanding.
Therefore, if you study the theory of each subject in detail to build a solid foundation and then prepare for the actual exam with questions from recent past exams, you will be able to pass the CS Leaders certification exam more easily.
To summarize what I want to convey to help you pass the exam,

1.
Time management is really important.


Time management is crucial for passing the CS Leaders certification exam. The exam requires 75 questions to be completed within 75 minutes.
It is not as easy as you think because you have to solve one question per minute.
When you think about it, try to solve the subjects that are easy for you first, and solve them in order, skipping the ones you don't know well and starting with the easy ones.

2.
Simple problems should be thought of easily.


When solving CS Leaders problems, simple and common sense questions are sometimes asked.
When faced with a simple problem, we tend to overthink it.
However, these are easy problems to score points on, so don't be nervous and just solve them as simply as possible.
Being able to solve common sense problems as sensibly as possible is also a skill.


3.
Passages with extreme expressions are more likely to be incorrect.


When solving CS Leaders problems, there are times when the content of the options is too long and difficult to understand.
In such cases, there are cases where there are traps in the fingerprints. The answers that contain extreme expressions such as 'absolutely', 'never', 'necessarily', and 'all' are almost always wrong.


4.
You have to pay attention to trends.


Looking at recent exam trends, the difficulty of the exam is gradually increasing, and the latest trends, common sense, and current issues are being reflected in the exam questions.
Therefore, it is necessary to constantly maintain an interest in the latest trends, common sense, and current issues and think about how to apply them to CS.


Wishing you all success and passing!!