Certificate in Customer Service Management

Comprising 5 courses, and 100 hours of learning, this program is designed to enable supervisors and managers to review the effectiveness of customer service, and improve the quality of customer service in the organization.
Certificate in Customer Service Management

Description

VIEW AN EXCERPT FROM THE CERTIFICATE IN CUSTOMER SERVICE MANAGEMENT

PROGRAM OVERVIEW

The Global CERTIFICATE IN MANAGING CUSTOMER SERVICE is designed to enable supervisors and first line managers to review the effectiveness of customer service in their organization and to develop strategies and implement a plan to improve the quality of customer service.

Comprising 5 courses, and 100 hours of online learning, this program will provide you with the knowledge and skills to successfully manage a customer service operation in your business.

PROGRAM CONTENT

The content of the CERTIFICATE IN MANAGING CUSTOMER SERVICE has been carefully chosen to provide a concise, but intensive learning experience which balances development of knowledge of customer service management with team leadership skills.

COURSE 1: MEETING CUSTOMER NEEDS

The content of the course includes:

  • Unit 1: Getting Started
  • Unit 2: Understanding Customer Service
  • Unit 3: Knowing your Customers
  • Unit 4: Knowing Customer Needs
  • Unit 5: Meeting Customer Needs
  • Unit 6: Exceeding Customer Expectations
  • Unit 7: Knowing Customer Legal Rights
  • Unit 8: Using Customer Feedback
  • Unit 9: Handling Complaints
  • Unit 10: Wrapping-up

COURSE 2: HANDLING COMPLAINTS AND DIFFICULT CUSTOMERS

  • Unit 1: Getting Started
  • Unit 2: The Importance of Complaints Resolution
  • Unit 3: Resolving Customer Complaints
  • Unit 4: Solving Customer Problems
  • Unit 5: Working with Difficult Customers
  • Unit 6: Dealing with Angry Customers
  • Unit 7: Managing Service Recovery
  • Unit 8 Complaints Policy and Procedures
  • Unit 9: Wrapping-up

COURSE 3: MANAGE SERVCE QUALITY

  • Unit 1: Getting Started
  • Unit 2: Understanding Service Quality
  • Unit 3: Developing Service Standards
  • Unit 4: Measuring Customer Satisfaction
  • Unit 5: Monitoring Service Quality
  • Unit 6: User SERVQUAL
  • Unit 7: Evaluating Service Quality
  • Unit 8: Improving Customer Service
  • Unit 9: Service Level Agreements
  • Unit 10: Wrapping-up.

COURSE 4: LEADING AND MOTIVATING A CUSTOMER SERVICE TEAM

  • Unit 1: Getting Started
  • Unit 2: Defining Team Effectiveness
  • Unit 3: Creating a Shared Service Vision and Purpose
  • Unit 4: Creating Service Focused Team
  • Unit 5: Building a Cohesive Service Team
  • Unit 6: Motivating your Team
  • Unit 7: Goal Setting and Motivation
  • Unit 8: Setting High Expectations
  • Unit 9: The Team Performance Plan
  • Unit 10: Communication and Service Culture
  • Unit 11: Developing the Team
  • Unit 12: Wrapping up

COURSE 5: CUSTOMER RELATIONS MANAGEMENT

  • Unit 1: Getting Started
  • Unit 2: The content of this course includes:
  • Unit 3: The importance of Customer Loyalty
  • Unit 4: The Customer-focused Business
  • Unit 5: CRM and Marketing
  • Unit 6: CRM and Sales
  • Unit 7: Key Account Management
  • Unit 8: CRM and Customer Service
  • Unit 9: The Supply Chain and CRM
  • Unit 10: CRM and ERP Systems
  • Unit 11: Getting the best out of CRM
  • Unit 12: Wrapping-up

ADMISSION REQUIREMENTS

There are no formal entry requirements but participants will normally be practising supervisors or managers with the opportunity to analyse their business environment and their personal leadership experiences.

ENROLMENT

On payment, you will receive an email with a direct link to the Global E-Learning Portal and your courses.

PROGRAM DURATION

Learners are free to complete the program at their own pace. Each course in the program will take approximately 20 hours to complete. Learners will have 3 months from the date of enrolment to complete the program.

ADMISSION REQUIREMENTS

There are no formal entry requirements for this program. Candidates will normally be working as a middle manager.

PROGRAM DURATION

Learners have 6 months from the date of enrolment to complete the Certificate Program.

ASSESSMENT

Assessment in this program takes the form of Online-quizzes (normally 3 in each course). Each quiz has a pass mark of 70% and you can take the quizzes as many times as you wish.

6 REASONS TO ENROL IN THIS PROGRAM NOW!

  • You get a Management Certification which is recognized worldwide.
  • You get a Digital Credential which is blockchain verifiable and can be shared on Social media.
  • All Global courses are iPad and Mobile device compatible.
  • You get real value for money (E-learning costs a fraction of conventional learning).
  • You can learn at your own pace, at home, at work, in the park, anywhere you choose.
  • You will have excellent support from a dedicated coach throughout the program.

CERTIFICATION: GLOBAL Management Academy Digital Credentials (share on Social Media)

DELIVERY: On-line with email, skype and phone support as required.

RESOURCES: Downloadable Learners manuals (100 pages +) for each course, additional articles, workbooks, and worksheets.

Payments options are available at checkout.

Payment Path At Checkout Monthly
Instalment
Monthly
Payments
Total
Pay in Full £ 199.00 - - £ 199.00

Purchases over £ 200.00 qualify for our installment plan.

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