Description
The Global PROFESSIONAL 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 MANAGEMENT PROFESSIONAL credential.
Who Should Enrol?
This Diploma in Customer Service Management is ideal for:
- Experienced customer-facing professionals seeking advancement into management
- Team leads and supervisors in service or contact center environments
- Service professionals seeking to gain analytical, strategic, and leadership capabilities
- Managers seeking to formalize their customer service knowledge with a credential
- Leaders who wish to embed customer-centric thinking into their organization
While prior managerial experience is helpful, this program is structured to support driven professionals who are ready to elevate their service capabilities and transition into leadership roles.
Program Details
- Level: Experienced service professionals /supervisors 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.
- Role Fit: Customer Service Manager / Customer Experience Manager.
Key Benefits of Enrolling in the Diploma in Customer Service Management
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.
The Diploma in Customer Service Management provides you with:
- Practical frameworks and tools to lead service teams and deliver consistent service excellence
- Skills to manage and resolve complaints, difficult customer interactions, and recover service failures
- Methods to monitor, measure, and elevate service quality through data and feedback
- Strategies to influence customer loyalty, retention, and profitability
- Expertise in contact center operations, customer relationship management (CRM), and service systems
- Leadership capacity to coach, motivate, and align teams around service goals.
- A globally credible certification that enhances your career mobility in customer-facing sectors
By completing the Diploma in Customer Service Management, you position yourself as a trusted leader in service-driven roles — capable of translating strategic vision into high-impact customer outcomes.
Program Content
The Diploma in Customer Service Management comprises eight core courses, each targeted to a key domain of modern service leadership. Each course blends theory, case studies, frameworks, and actionable tools.
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. You will learn how to design and deploy service standards, align team behaviors with customer promise, and coach staff to deliver consistently.
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’. You will learn how to motivate, inspire and control your team to achieve levels of performance, and a strong commitment to customer satisfaction.
Course 3: Managing Complaints And Difficult Customers
Every service system encounters challenging interactions. 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
The course explores the twin challenges of attracting new customers and retaining existing ones. Participants examine the processes of identifying customer segments, targeting the right prospects, and communicating compelling value propositions. The course emphasizes that acquisition is only the first step; true business success depends on developing retention strategies that build loyalty and reduce churn. Learners analyze practical techniques such as loyalty programs, customer engagement campaigns, and proactive service approaches that encourage repeat business. By completing this course, participants will be able to design balanced strategies that grow the customer base while also maximizing the lifetime value of existing clients.
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
This course centers on the principles and practices of service quality. Participants learn how to establish service standards, measure customer satisfaction, and implement continuous improvement processes. The course introduces methods for monitoring performance, collecting feedback, and developing service recovery strategies when problems occur. Learners also study value and supply chain analysis, identifying ways to strengthen service delivery and improve customer profitability. By completing this course, participants will have the tools to lead service quality initiatives that build customer confidence, protect brand reputation, and ensure loyalty over the long term.
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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Skills and Knowledge
On completion of the Diploma in Customer Service Management, you will be able to:
- Lead and supervise service teams effectively, applying motivational and performance management techniques
- Communicate precisely with both customers and staff, adapting to challenging situations
- Design and enforce service standards and team goals
- Identify and exceed customer needs and expectations
- Collect, analyze, and act on customer feedback and satisfaction data
- Resolve complaints, de-escalate conflicts, and implement service recovery strategies
- Develop and lead a service improvement roadmap grounded in data
- Build a cohesive, service-focused team through alignment and leadership
- Apply motivation theories and strategies to enhance team outcomes
- Understand and influence the customer value chain and supply chain to support service
- Analyze consumer behavior and apply retention strategies
- Map customer journeys and align touchpoints to maximize satisfaction
- Design and deploy CRM systems to support sales, service, and marketing integration
- Oversee contact center operations, agent development, and performance metrics
- Integrate omnichannel strategies and AI-based coaching into contact center processes
- Translate financial and strategic considerations into service decisions
- Deploy sound budgeting, revenue, and cost management strategies in service roles.
Career Pathways & Role Fit
The Diploma in Customer Service Management prepares you for leadership roles across many customer-centric sectors: retail, banking, insurance, telecommunications, hospitality, government, and professional services. Possible roles include:
- Customer Experience Manager
- Customer Success Manager
- Customer Relations Manager
- Contact Center Manager
- Branch Manager (Service)
- Service Quality Manager
- Head of Customer Care
- CRM Strategy Lead
By earning this Diploma in Customer Service Management, you not only gain a globally recognized credential but also the skill set to drive measurable changes in customer satisfaction, retention, and organizational reputation.
Enrol Now
Enrol now to gain a globally recognized credential in customer service leadership and position yourself for promotion, leadership, and professional recognition in the customer service field. Start today — and earn your Certified Customer Service Management Professional credential through the Diploma in Customer Service Management program.
