Courses Details

Career Opportunities: Graduates of this program can secure positions such as: 

• Customer Service Manager 
• Team Leader or Supervisor 
• Client Relationship Manager 
• Customer Experience Specialist 
• Customer Success Manager 

These roles are in high demand across diverse industries, including: 

• Retail and E-commerce: Leading customer support teams and enhancing the customer shopping experience. 
• Finance and Banking: Managing client relations and resolving inquiries in financial services. 
• Technology and IT: Implementing CRM tools and using automation for superior customer support. 
• Hospitality and Tourism: Ensuring guest satisfaction and addressing hotel, airline, and travel service complaints. 
• Healthcare: Streamlining patient services and improving service touchpoints. 
• Public Services and Nonprofits: Managing stakeholder engagement and ensuring compliance with ethical standards. 

Program Benefits: This program is uniquely designed to be applicable across all sectors, emphasizing transferable skills such as: 

• Leadership and team management 
• Communication and emotional intelligence 
• Technology and social media proficiency 
• Crisis management and problem-solving 
• Strategic customer service planning 

Whether learners aim to lead customer service teams in multinational corporations, startups, or local organizations, the curriculum ensures they are fully equipped to thrive in any professional environment. This program empowers participants with the confidence and expertise to drive exceptional customer experiences, making them valuable assets in any industry. 

12-Week Customer Service Managers Programme

Week 1: Introduction to Customer Service Management – Concepts 

• Understand the role and responsibilities of a customer service manager. 
• Overview of customer service management.
• Importance of customer satisfaction and loyalty.
• Business success linkage. 

Week 2: Communication and Emotional Intelligence – Leverage the Management model 

• Active listening and empathy.
• Handling complaints.
• Emotional intelligence in leadership.

Week 3: Leadership in Customer Service – Transfer of concepts to teams 

• Apply leadership styles to team performance.
• Foster a positive team culture. 
• Leadership styles.
• Motivating and coaching teams.
• Delegation and accountability. 

Week 4: Customer Journey Mapping

• Map the customer journey.
• Identify and address pain points. 
• Customer journey stages.
• Tools for journey mapping.
• Aligning service delivery. 

Week 5: Technology in Customer Service

• Leverage technology to enhance service
• Evaluate CRM systems
• CRM tools and software
• Chatboys and automation
• Data-driven decision-making

Week 6: Social Media and Online Reputation

• Manage social media channels.
• Handle online feedback and reviews. 
• Social media engagement.
• Responding to reviews.
• Building online reputation

Week 7: Legal and Ethical Considerations 

• Understand legal and ethical standards.
• Implement compliance policies. 
• GDPR and data protection.
• Ethical dilemmas.
• Equality and diversity. 

Week 8: Performance Management 

• Develop performance metrics.
• Conduct constructive feedback sessions. 
• KPIs for customer service.
• Managing underperformance.
• Recognition strategies 

Week 9: Crisis Management and Problem Solving 

• Develop strategies for disruptions.
• Enhance problem-solving skills. 
• Crisis response frameworks.
• Root cause analysis.
• Communicating during crises. 

Week 10: Strategic Customer Service Planning 

• Create long-term customer service strategies.
• Align strategy with organizational goals. 
• Customer service strategy development.
• Monitoring and improvement.
• Future trends. 

Week 11: Self-actualization and stress management 

• Demonstrate the ability to achieve self-actualization by recognizing personal strengths, fostering a sense of purpose, and empowering team members to reach their full potential. 
• Create a culture of growth, fulfillment, and excellence for self and others 

Week 12: Final Exam and Reflection 

• Written portfolio, in-class exam
• case study demonstration