Professional Certificate in Customer Service Management
The candidate has successfully completed the Global Professional Certificate in Customer Service Management. The program comprises 5 online courses (of 20 hours each), and a total of 100 hours of learning.
COURSE 1: MEETING CUSTOMER NEEDS
COURSE 2: MANAGING COMPLAINTS AND DIFFICULT CUSTOMERS
COURSE 3: MANAGING SERVICE QUALITY
COURSE 4: COMMUNICATION SKILLS FOR CUSTOMER SERVICE
COURSE 5: LEADING AND MOTIVATING A SERVICE TEAM
Skills / Knowledge
- Supervise people effectively
- Understand principles of leadership
- Lead a team effectively
- Motivate people for performance
- Communicate effectively with customers and staff
- Develop and maintain effective workplace relationships
- Meet customer needs
- Manage stress at work
- Know how to exceed customer expectations
- Know how to collect and analyze customer feedback
- Know how to identify and meet customer needs
- Resolve customer complaints effectively
- Cope with difficult customers
- Deal effectively with angry customers
- Plan and manage service recovery
- Build a service focused team