Description
The Certificate in Customer Service Management Program provides a comprehensive range of learning in knowledge and skills critical to leading and managing customer service operations within the business. Learn how to assess and evaluate the effectiveness of service operations, and plan for and implement service quality improvement. Learn how to manage the service team, develop cohesive workplace and customer relationships, develop excellent communication skills, and improve your personal effectiveness.
- Level: First-Line Managers
- Courses: 5 (see course details below)
- Learning: On Demand 24/7
- CPD Hours: 100 Hours (each course takes approx. 20 hours to complete)
- Duration: 4 Months
- Certification: GMA Professional Credentials
Key Benefits
On completing the Professional Certificate in Customer Service Management, you will be ready to deliver excellent customer service and lead a service team. You will learn how to identify customer needs and how to deliver service which consistently exceeds customer expectations. You will learn how to manage customer complaints and how to manage difficult customers. You will also learn how to lead and motivate your customer service team to work collaboratively to excel in service delivery. You will also learn how to measure customer satisfaction and collect customer satisfaction data from a variety of sources. Finally, you will learn how to manage and continually improve service quality – an expert in customer service management.
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Program Content
This program comprises the following courses:
COURSE 1: MEETING CUSTOMER NEEDS
This course is designed to help first-line managers develop their skills and knowledge and practice to successfully lead a front-line service team, and help your team to meet customer needs and promote service excellence.
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COURSE 2: LEADING A CUSTOMER SERVICE TEAM
This course is about creating a truly customer focused service team. The course helps you build the alignment and customer focus required to truly accelerate team performance, and helps you build your reputation as a true ‘Service Leader’.
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COURSE 3: COMMUNICATION SKILLS FOR CUSTOMER SERVICE
This course will help you understand the different methods of interpersonal communication, and provide you with the communication skills and techniques to make a powerful impact, and achieve success in your business relationships
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COURSE 4: MANAGING COMPLAINTS AND DIFFICULT CUSTOMERS
This course provides service managers with the tools and resources to better manage customer complaints, , manage difficult customers, and develop the policies and procedures to embed efficient complaints resolution and service recovery in the organization.
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COURSE 5: MANAGING SERVICE QUALITY
The focus of this course is on service quality, and helps managers develop the tools and techniques to evaluate service quality, and set standards and processes in place to both maintain and continually improve the quality of service provided to customers.
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Skills / Knowledge
On completion of this program, you will be able to:
- Supervise people effectively
- Understand principles of leadership
- Lead a team effectively
- Motivate people for performance
- Communicate effectively with customers and staff
- Develop and maintain effective workplace relationships
- Meet customer needs
- Manage stress at work
- Know how to exceed customer expectations
- Know how to collect and analyze customer feedback
- Know how to identify and meet customer needs
- Resolve customer complaints effectively
- Cope with difficult customers
- Deal effectively with angry customers
- Plan and manage service recovery
- Build a service focused team
Certification
Professional Credential Awards
CPD Certificates – On completion of each course in the program, you will be able to download and print a Course Completion Certificate, detailing your Continuing Professional Development Credits.
Digital Credentials – On successful completion of all your courses, you will receive an email with a link to your Digital Credentials. These will include your Digital Badge and Digital Certificate.
Social Share – You will be able to share your digital credentials on LinkedIn and other social media platforms.
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