A qualification designed for customer service leaders
A 12-month learning programme, designed to maximise the potential and effectiveness of customer service managers by providing a professional grounding in key aspects of customer service management. The qualification is delivered using a blended learning approach through The Institute’s Virtual Learning platform (VLE) and in person workshops facilitated by the course tutor.
The objective of the qualification is to improve managers’ skills, competences and effectiveness and increase their impact on your organisation’s performance.
The qualification covers a mix of theory, strategy and practical implementation. It’s designed for immediate use in customer services.
The qualification’s unique combination of customer service and management development focuses on maximising individual learning potential and translating it into tangible operational and business benefits.
Our management and strategy qualifications combine customer service and management learning to improve the personal effectiveness of team leaders and managers delivering tangible business benefits. Here’s everything you need to know about Management Qualifications.
Designed for customer service leaders and managers
Our management and strategy qualifications combine customer service and management learning to improve the personal effectiveness of team leaders and managers – and deliver tangible business benefits.
- Encourage employees to own their personal development and boost employee engagement
- Equip team members with increased skills and knowledge of customer service techniques
- Develops consistent service culture and delivery to improve your customer satisfaction
Our qualifications are exclusively available to organisational members.
The course modules provide:
• Practical tools, techniques and a theoretical framework to help managers develop a team culture of high performance, and implement effective customer service strategies and improvement plans.
As part of the course you will be required to:
• Evaluate your team’s delivery of customer service strategy
• Use the results to develop an improvement proposal for your team’s service delivery.
It was a tough slog at times, but it has also been the most stimulating, enjoyable and empowering experience for me. My sincere thanks to [the tutors] for your teaching and support, and to the ICS for providing such a high quality, well thought-out and well-rounded course for us. I will be recommending it to anyone who will listen to me.
– Sarina Young, National Customer Service Co-Ordinator, Canal & River Trust –
The course modules provide:
• Practical tools, techniques and a theoretical framework to help managers develop a team culture of high performance, and implement effective customer service strategies and improvement plans.
As part of the course you will be required to:
• Use strategic analysis to review your organisation’s existing customer service strategy
• Use the results to develop a new integrated customer service strategy for immediate implementation in your organisation.
Learning outcomes and benefits for customer service managers
• Develop personal learning objectives to advance skills and competence, improving performance in current and future roles
• Improve recruitment and management of high performing teams
• Build understanding of the use of technology and infrastructure to achieve customer service improvements
• Develop understanding of how to use customer service measurement and benchmarking
• Understand how to perform financial and risk management in a customer service context • Gain knowledge and understanding of project management principles that can be applied to customer service related improvement projects
• Learn tools and techniques to evaluate customer service performance, identify areas for improvement and develop service implementation plans
• Develop a real-life operational plan or service strategy for your organisation which focuses on delivering tangible business benefits
• Eligible for Management Level Individual Membership of The Institute of Customer Service. Benefits include access to an online Continuous Professional Development tool; use of the designatory letters, MMICS; and copies of Customer Focus, The Institute’s magazine for customer service leaders. Find out more about the benefits of individual membership (CTA)
Andy Page, Ruth Braysher and Holly Hudson of Cambridge University Press & Assessment discuss The Institute's Professional Development.
Lucie Child, Strategy Lead - Customer Care at The Very Group, discusses the return on investment from The Institute's Management…View full case study →
