Certificate in Customer Service Management
Details
PROFESSIONAL CERTIFICATE IN CUSTOMER SERVICE MANAGEMENT
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: 4 (see course details below)
- Learning: On Demand 24/7
- CPD Hours: 100 Hours (each course takes approx. 20 hours to complete)
- Duration: 3 Months
- Certification: GMA Professional Credentials
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.
Outline
This program comprises the following courses:
COURSE 1: MEETING CUSTOMER NEEDSThis course is designed to help first-line managers develop their skills and knowledge and practice to successfully lead a front-line service team, and enable your team to meet customer needs and promote service excellence.
Duration: 20 hours
Certification: Download CPD Certificate on Completion
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’.
Duration: 20 hours
Certification: Download CPD Certificate on Completion
COURSE 3: ESSENTIAL CALL CENTER SKILLS
This course provides service professionals with the skills and techniques to excel in phone communications, and the knowledge on how to manage customers and optimize their sales and increase levels of customer satisfaction. You will also learn how to measure
personal and team performance and techniques to contribute to improvements in call centre team effectiveness and success.
Duration: 20 hours
Certification: Download CPD Certificate on Completion
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.
Duration: 20 hours
Certification: Download CPD Certificate on Completion
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.
Duration: 20 hours
Certification: Download CPD Certificate on Completion
Speaker/s
LEARNING AND ASSESSMENT
Learning
The program is delivered through Online Learning through the Global E-Learning Portal. Each course comprises:
- Online Lectures and interactive learning
- Online Videos
- Online Quizzes
- Downloadable Learning Manuals (80 pages +)
- Additional workbooks, articles, and case studies.
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.
Support
Tutor Support is available through email, web conferencing and phone, throughout your program.
Special Offer
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