Sale!
Diploma in Customer Service Management

Diploma in Customer Service Management

Original price was: ₹7,000.0.Current price is: ₹3,500.0.

The Diploma in Customer Service Management is designed to equip students with essential skills in managing customer interactions, improving service quality, and enhancing customer satisfaction. This program covers key aspects of customer relationship management (CRM), communication strategies, and service excellence in various industries.

Category:

Description

Course Objectives

By the end of this diploma, students will:

  • Understand the principles of effective customer service.

  • Develop strong communication and problem-solving skills.

  • Learn techniques for handling customer complaints and feedback.

  • Gain knowledge of CRM tools and digital customer service trends.

  • Enhance leadership skills for managing customer service teams.

Course Modules

  1. Introduction to Customer Service Management

    • Role of customer service in business

    • Key customer service metrics (CSAT, NPS, CES)

  2. Communication & Interpersonal Skills

    • Active listening & empathy

    • Verbal & non-verbal communication

  3. Customer Relationship Management (CRM)

    • CRM software (e.g., Salesforce, Zendesk)

    • Data-driven customer service strategies

  4. Handling Difficult Customers & Complaints

    • Conflict resolution techniques

    • De-escalation strategies

  5. Service Excellence & Quality Management

    • Standards for service delivery

    • Continuous improvement (Kaizen, Six Sigma basics)

  6. Digital Customer Service & Trends

    • Social media customer support

    • AI & chatbots in customer service

  7. Team Leadership in Customer Service

    • Motivating customer service teams

    • Performance monitoring & coaching

  8. Ethics & Professionalism in Customer Service

    • Privacy & data protection (GDPR basics)

    • Building trust with customers

Assessment & Certification

  • Assignments: Case studies & role-playing exercises

  • Exams: Written tests on key concepts

  • Practical Project: Developing a customer service improvement plan

  • Certification: Awarded upon achieving a passing score (e.g., 70%+)

Career Opportunities

Graduates can pursue roles such as:

  • Customer Service Manager

  • Client Relations Specialist

  • CRM Analyst

  • Call Center Supervisor

  • Customer Experience (CX) Consultant

Entry Requirements

  • Minimum Education: High school diploma or equivalent

  • Language Proficiency: Good command of English (written & spoken)

  • Experience: Prior customer service experience (recommended but not mandatory)

Why Choose This Course?

✅ Industry-relevant curriculum
✅ Hands-on training with real-world scenarios
✅ Flexible learning options (online/offline)
✅ Improves employability in retail, hospitality, IT, healthcare, and more

Related products