Agfa Graphics, Elmwood Park, N.J., announces the successful completion by its North American Global Services team of a six-month organizational certification-training program. The team also earned the first ever “Heart of Service” award from Impact Learning Systems, the San Luis Obispo, Calif.-based executive training firm that issued the certification.
To become a Certified Customer Service Professional (CCSP), all 148 members of the Global Services team had to complete a seven-module training program on customer service excellence and score a minimum of 85 percent or better on the final exam. Agfa’s Global Services team exceeded baseline expectations and passed the exam with an average score of 91% earning their CCSP certification and became the first company to successfully achieve the “Heart of Service Award.” Honorees are identified by a special Impact Learning Systems’ certification logo.
The “Heart of Service” award is the latest recognition of a continuing project that began seven years ago within Agfa Graphics. The program, designed to strengthen customer relations and service, focused on three major pillars of activities centered on customer satisfaction, including Customer Feedback, Reward and Recognition, and Training and Development.