Certificate in Customer Service Management

The candidate has successfully completed the Global Professional Certificate in Customer Service Management. The program comprises 4 online courses (of 20 hours each), and a total of 80 hours of learning.


COURSE 1: MEETING CUSTOMER NEEDS

COURSE 2: MANAGING COMPLAINTS AND DIFFICULT CUSTOMERS

COURSE 3: MANAGING SERVICE QUALITY

COURSE 4: LEADING A CUSTOMER SERVICE TEAM


The graduate will be equipped with the following professional skills and knowledge:

Skills/Knowledge Tags

Supervise staff effectively
Understand principles of leadership
Lead a team effectively
Motivate people for performance
Meet customer needs
Know how to exceed customer expectations
Know how to collect and analyze customer feedback
Know how to resolve customer complaints
Cope effectively with difficult customers
Deal effectively with angry customers
Plan and manage service recovery
Apply interpersonal communication skills to successfully manage customer problems
Define service standards for the team
Review service quality using appropriate metrics
Know how to interpret and apply customer legal rights
Guide the team on meeting customer service standards
Know how to use service level agreements
Identify strategies to improve servce quality
Manage workplace relationships and foster a service-oriented culture
Handle difficult or dissatisfied customers constructively
Design and apply basic customer service assessment tools
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