Our Customer Service Management Qualification is a popular specialised programme aimed at enhancing the skills and effectiveness of customer service managers. It provides a comprehensive blend of theory, strategy, and practical tools designed to improve service operations and leadership in customer service. The course covers essential areas such as team management, service strategy, digitalisation and financial and risk management.
Undertaking our Management Qualification is an invaluable step for any leader or manager committed to customer service excellence.
The course comprises eight modules designed to develop essential skills, knowledge, and competencies for effective customer service management.
The six core modules include:
- Principles of customer service management and leadership,
- Recruitment and development of high-performing customer service teams
- Digitalisation
- Data handling
- Customer service benchmarking, financial and risk management
- Project management within the customer service sphere
Participants will also choose between two additional paths – Management or Strategy – focusing either on reviewing and enhancing team strategies and developing customer service improvement proposals, or on assessing and crafting broader customer service strategies.
“Wonderfully insightful Customer Service course, with positive content, great structure and very competent facilitator. Highly recommend.”
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“A fascinating and genuinely interesting course. I have walked away much happier and confident in my customer service skills.”
“Fiona was absolutely amazing as a trainer/coach. She was extremely supportive, patient and reassuring.”
“The trainer Robert was brilliant, really engaging.”
“I found the sessions informative, well-balanced, and thought-provoking.”
“Brilliant course, would recommend to colleagues looking to enhance their customer service skills.”
