The Certified Business Associate CBA™ credential is designed for professionals aiming to demonstrate their proficiency in essential business functions across key areas such as Customer Service, Sales Negotiation, Corporate Communication, and Change Management.
Earning the CBA™ certification highlights an individual’s ability to navigate foundational business challenges, making them versatile professionals capable of contributing to various roles within corporate environments.
To achieve the CBA™ credential, candidates must complete four core CBA™ professional courses and successfully pass the associated assessments in:
- Customer Service – Master effective customer engagement strategies to enhance client satisfaction and retention.
- Sales Negotiation – Develop essential negotiation skills to close deals and drive revenue growth.
- Corporate Communication – Strengthen communication techniques to build professional relationships and facilitate organizational success.
- Change Management – Acquire the tools and strategies to lead and implement change initiatives within organizations.
The CBA™ certification equips professionals with both technical expertise and strategic interpersonal skills, positioning them as valuable assets in dynamic and evolving business environments.
Duration: 18 Hours
Overview
As a customer service representative, you are expected to handle customer interactions in the best way possible. The expectations of both your company and your customers hinge on your ability to provide the right service in the right way. In this course, you will explore the back- ground and techniques of customer interactions. Providing quality customer care ensures that every single contact with your company is a positive experience. Customers can range from external consumers to internal employees in other departments. Knowing how to provide the same level of service to all customers will enrich your time spent at work by establishing positive business relationships. Recognizing crucial points throughout customer interactions increases your ability to solve problems and offer affirmative solutions. Applying this knowledge to trends in service and consumer desires allows you to contribute to the company’s bottom line and make a customer’s life a little easier.
Learning Objectives
In this course, you will explore the background and techniques of customer interactions. You will:
acquire tools to provide quality customer service and make lasting impressions on customers.
- Explore how customers define the success of your company, as well as a customer’s emotional behaviors, and how that sensitivity influences his or her decision-making.
- Discover techniques to increase customer satisfaction through your behavior, sensitivity, and respect.
- Examine the techniques for providing service through face-to-face contact, the factors that contribute to the success of that contact, and the benefits of actively listening to your customers.
- Identify the stages of customer management and recognize who your internal customers are. You will also explore value chain management and how to make positive long-term decisions that add value to your company.
- Identify the guidelines for dealing with unreasonable and irate customers.
- Take action to increase the loyalty of the customers you serve.
- Increase sales via customer service.
Duration: 18 Hours
Overview
As a sales professional, you are required to negotiate and handle interactions with customers in a professional manner. Knowing all of the stages of the negotiation process will enable you to close more sales and have positive relationships with customers. Whether you are a sales manager or an individual sales professional, you want to further your professional development by developing strategic negotiation skills. Being a strategic negotiator means that you will create mutually beneficial outcomes and close more deals, while building sustainable relationships with your customers.
Learning Objectives
In this course, you will apply sales negotiation strategies when interacting with customers to achieve a mutually beneficial outcome.
You will:
- Prepare for negotiation.
- Recognize and understand tactics, utilize counteractions, and develop strategies.
- Negotiate an agreement.
Duration: 18 Hours
Overview
In any profession, you will find yourself in a situation where you need to relay information to another colleague. When such situations arise, good communication skills are an essential part of getting your message across clearly. This course will show you how to apply advanced verbal and written communication techniques in your workplace. Communication occurs every day, practically all the time. Any situation that involves sending a message to another person, whether it be a presentation to a hundred people, or simply informing someone of a paper jam in the copier, communication skills come into play. Regardless of the degree of importance, you still want to be sure that the recipient clearly receive your message the way that you intended. By examining the components of good communication skills, you can become a much better communicator at the workplace. Great communication is a plus for the entire organization.
Learning Objectives
In this course, you will examine the components of good written and verbal communication. You will:
- Determine the content of your message.
- Determine the best way to prepare and deliver your message verbally.
- Examine the basics of building a well-structured presentation.
- Examine the mechanics of delivering a successful presentation.
Duration: 18 Hours
Overview
With constantly shifting global economies and technological developments, businesses are constantly changing to exploit opportunities. Companies no longer have the luxury of remaining the same. Therefore, managers must constantly prepare for and implement change, guiding their employees through periods of transition. In an environment of constantly shifting and evolving job requirements, managers need to shepherd their employees through changes. By minimizing disruptions, you can maintain a sense of continuity and purpose in the midst of uncertainty. This will allow you to maintain a productive work atmosphere and create a team that embraces, rather than fears, change.
Learning Objectives
In this course, you will implement and manage change. You will:
- Plan for change.
- Learn to communicate change.
- Manage the impact of change on your team members.
- Successfully implement changes at work.
