CMD Management Academy Certificate in Managing Customer Service

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PRODUCT DETAILS

PROGRAM PROFILE

The CMD Management Academy Certificate in Managing Customer Service is designed to enable supervisors and first line managers to review the effectiveness of customer service in their organization and to develop strategies and implement a plan to improve the quality of customer service.

Comprising 5 courses, and 100 hours of online learning, this program will provide you with the knowledge and skills to successfully manage a customer service operation in your business.

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 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 3: 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 4: LEADING AND MOTIVATING A CUSTOMER 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

ADMISSION REQUIREMENTS

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.

PROGRAM DURATION

Learners have 3 months from the date of enrolment to complete the Certificate Program.

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.

6 REASONS TO ENROL IN THIS PROGRAM NOW!

  • CMD Management Academy is an ILM Quality Approved Training Academy.
  • You get a CMD Management Academy Certificate
  • All CMD Management Academy courses are iPad and Mobile device compatible.
  • 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, anywhere you choose.

LEARNING WITH CMD MANAGEMENT ACADEMY

  • Online presentations
  • Online quizzes
  • Online videos
  • Downloadable learning manual / workbooks / templates/ articles (manuals contain between 60 and 100 pages)

CERTIFICATION: CMD Management Academy Parchment Certificate (mailed)

DELIVERY: On-line

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

ILM QUALIFICATIONS

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

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