Certificate in Customer Relations Management

Customer Retention is vital for all organizations today, as the costs of customer acquisition rise within a global competitive environment. The Global Certificate in Customer Relations Management provides a comprehensive learning program focused on developing the skills and knowledge in your people in delivering quality service, and also in the practices, systems and technologies which can enable high value customer relations management.

• Level: Middle Managers and Marketing Professionals
• Courses: 5 (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

On completing the Professional Certificate in Customer Relations Management, you will have acquired skills and knowledge to lead the customer contact and customer management processes in the organization. You will learn about best practices in call centre sales and how to effectively manage the call centre sales team. You will learn about best practices and processes to attract customers into the organization and how to lead the focus on customer profitability. You will learn about relationship marketing and key account management, and how apply customer relations management technologies and processes to enhance customer satisfaction and ensure loyalty and retention. You will also learn the principles of consumer behaviour and how to analyse your customer base and product / service profiles to achieve optimum market presence. Finally, you will learn

This program comprises the following courses:

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.
Duration: 20 hours
Certification: Download CPD Certificate on Completion

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 enable your team to meet customer needs and promote service excellence.
Duration: 20 hours
Certification: Download CPD Certificate on Completion

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.
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

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: Each course contains 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.