Description
The Global DIPLOMA IN CUSTOMER SERVICE MANAGEMENT comprises 8 courses, designed to enable experienced service professionals and team leaders to gain the knowledge and skills with which to enter a middle management role (Customer Experience Manager, Customer Success Manager, Branch Manager, Customer Relations Manager, etc..). The program will provide you with the skills and knowledge to lead customer service teams, coach and develop the skills of the service team, monitor and improve service quality, apply best practice systems and technologies to enhance service quality, and build enduring and profitable customer relationships.
On successful completion of this program, candidates will be awarded the CERTIFIED CUSTOMER SERVICE MANAGER professional credential.
- Level: Experienced service professionals seeking to enter a service management role
- Courses: 8 (see course details below)
- Learning: On Demand 24/7
- Credits: 16 (2 credits for each course)
- CPD Hours: 160 (each course takes approx. 12 to 20 hours to complete)
- Duration: Up to 6 Months (avg. time to complete 3 months)
- Certification: Global Certified Professional Credentials.
Key Benefits
On completing the Professional Diploma in Customer Service Management, you will be ready to lead the customer service operations in your organization, and build the reputation and brand of your organization for service excellence . 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. You will also learn how to attract and retain customers and how to manage the commercial activities of the business to create sustainable and profitable customer and market relationships.
Program Content
The Program comprises the following courses:
Course 1: Foundations In Customer Service
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.
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’.
Course 3: 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.
Course 4: Attract And Retain Customers
This course provides managers and aspiring Human Resource Management professionals with an essential introduction to the scope of HRM, and provides the foundation for good management practice across the organization.
Course 5: Commercial Awareness
This course is designed to enable new managers to quickly gain a detailed insight into how profitable businesses are set-up and run. The course is especially useful for those taking up a leadership role in a business, and for those taking on a leadership role in commercial management. You will also learn how to analyze the business environment, and how the organization interfaces with and is shaped by external conditions. You will learn about the basics of business finance, sources of business finance, and the principles of budgeting. Critically, you will learn about the elements of a business plan, and the contribution to planning to business success.
Course 6: Managing A Contact Center
The Global Contact Center Management course is a comprehensive online professional development course designed to prepare you for leadership roles in contact or call centers. This program provides the strategic, operational, and people management skills required to meet customer expectations, optimize performance, and manage resources effectively. Emphasis is placed on fostering a learning-focused environment, developing strategies to enhance employee capability, and implementing continuous improvement in service delivery and team performance.
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Course 7: 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.
Course 8: Managing Customer Relations
The Global CRM training course provides the framework for relevant customer engagement through customer relationship management. It provides a strategic approach to customer engagement enabling you to build an integrated organization-wide management system which will improve your firm’s sales process, build customer loyalty, and significantly improve your bottom line.
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