Certificate in Customer Service Management

Global Management Academy

Course

Online

£ 390 VAT exempt

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Description

  • Type

    Course

  • Level

    Beginner

  • Methodology

    Online

  • Class hours

    100h

  • Duration

    6 Months

  • Start date

    Different dates available

  • Delivery of study materials

    Yes

  • Support service

    Yes

5 critical courses for Customer Service Managers

Comprising 5 Level 3 courses and 100 hours of online learning, this program is the best foundation for a career in service management.


6 REASONS TO ENROL IN THIS PROGRAM NOW!
1. You get a Management Certificate which is recognized worldwide.
2. You get real value for money (E-learning costs a fraction of conventional learning).
3. You can get started immediately.
4. You can learn at your own pace, at home, at work, in the park, anywhere you choose.
5. You will have excellent support from a dedicated coach throughout the program.
6. Our Guarantee: not satisfied, we will refund your fees without question (see terms and conditions).

Important information

Documents

  • Certificate in Managing Customer Service - 2016.pdf

Facilities

Location

Start date

Online

Start date

Different dates availableEnrolment now open

About this course

Comprising 5 online courses(100 hours of online learning), this Certificate program is designed to enable supervisors and managers to review the effectiveness of customer service, and develop strategies to improve the quality of customer service in the organization.

This program is designed for supervisors responsible for leading a customer service team.

There are no formal entry requirements for this program. Candidates will be working in, or preparing for work as a first line supervisor, team leader or manager.

Global Management Academy Parchment Certificate (mailed).

Candidates can elect to upgrade their Global Certificate to an ILM qualification by completing written assignments for each of the courses in the program. Contact us for more information.

6 REASONS TO ENROL IN THIS PROGRAM NOW!
Your courses comprises best practice interactive E-Learning technologies and expert developed content.
You get a Management Certificate which is recognized worldwide.
You get real value for money (E-learning costs a fraction of conventional learning).
You can get started immediately.
You can learn at your own pace, at home, at work, in the park, anywhere you choose.
You will have excellent support from a dedicated coach throughout the program.

On enquiry, we will forward informaton about this program, and will also send you a link to our E-Learning Portal and a free trial of the courses on this program.

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Subjects

  • CRM
  • Quality
  • Customer Service
  • Team Training
  • Quality Training
  • Service Management
  • Customer Needs
  • Customer Relationship Management
  • Management
  • Customer Care

Teachers and trainers (1)

James Johnston

James Johnston

Director of Studies

James is the ILM Program Director at Global Management Academy. James has an MBA and MA Education, and has 30 years of experience in Senior Management, Business Consulting and ownership of several companies, including software and consulting companies in Australia and Britain.

Course programme

PROGRAM CONTENT

The courses in this program include:

COURSE 1: MEETING CUSTOMER NEEDS
  • Unit 1: Getting Started
  • Unit 2: Understanding Customer Service
  • Unit 3: Knowing your Customers
  • Unit 4: Knowing Customer Needs
  • Unit 5: Meeting Customer Needs
  • Unit 6: Exceeding Customer Expectations
  • Unit 7: Knowing Customer Legal Rights
  • Unit 8: Using Customer Feedback
  • Unit 9: Handling Complaints
  • Unit 10: Wrapping-up
COURSE 2: MANAGING SERVICE QUALITY
  • Unit 1: Getting Started
  • Unit 2: Understanding Service Quality
  • Unit 3: Developing Service Standards
  • Unit 4: Measuring Customer Satisfaction
  • Unit 5: Monitoring Service Quality
  • Unit 6: User SERVQUAL
  • Unit 7: Evaluating Service Quality
  • Unit 8: Improving Customer Service
  • Unit 9: Service Level Agreements
  • Unit 10: Wrapping-up
COURSE 3: HANDLING COMPLAINTS AND DIFFICULT CUSTOMERS
  • Unit 1: Getting Started
  • Unit 2: The Importance of Complaints Resolution
  • Unit 3: Resolving Customer Complaints
  • Unit 4: Solving Customer Problems
  • Unit 5: Working with Difficult Customers
  • Unit 6: Dealing with Angry Customers
  • Unit 7: Managing Service Recovery
  • Unit 8 Complaints Policy and Procedures
  • Unit 9: Wrapping-up
COURSE 4: LEADING AND MOTIVATING A SERVICE TEAM
  • Unit 1: Getting Started
  • Unit 2: Defining Team Effectiveness
  • Unit 3: Creating a Shared Service Vision and Purpose
  • Unit 4: Creating Service Focused Team
  • Unit 5: Building a Cohesive Service Team
  • Unit 6: Motivating your Team
  • Unit 7: Goal Setting and Motivation
  • Unit 8: Setting High Expectations
  • Unit 9: The Team Performance Plan
  • Unit 10: Communication and Service Culture
  • Unit 11: Developing the Team
  • Unit 12: Wrapping up
COURSE 5: CUSTOMER RELATIONS MANAGEMENT
  • Unit 1: Getting Started
  • Unit 2: The content of this course includes:
  • Unit 3: The importance of Customer Loyalty
  • Unit 4: The Customer-focused Business
  • Unit 5: CRM and Marketing
  • Unit 6: CRM and Sales
  • Unit 7: Key Account Management
  • Unit 8: CRM and Customer Service
  • Unit 9: The Supply Chain and CRM
  • Unit 10: CRM and ERP Systems
  • Unit 11: Getting the best out of CRM
  • Unit 12: Wrapping-up

Additional information

ASSESSMENT: Assessment in this program takes the form of Online-quizzes (normally 3 in each course). Each quiz has a passmark of 70% and you can take the quizzes as many times as you wish.

CERTIFICATION: Global Management Academy Parchment Certificate (mailed)

DELIVERY: On-line with email, skype and phone support as required.

RESOURCES: Downloadable Learners manuals for each course, additional articles, workbooks and worksheets.

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