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A qualification designed for customer service leaders

A 12-month blended 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 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 and is designed for immediate use in the customer service operational context.

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 – and deliver tangible business benefits.

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.

Professional Qualifications

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.

Benefits for organisations

• Improve your managers’ and leaders’ skills, competences and effectiveness in order to increase their impact on your organisation’s business performance

• Enable your leaders and managers to improve customer service, employee engagement, efficiency and profitability

• Broaden the strategic awareness of your customer service managers and leaders through access to the latest customer service research and thinking

• Maximise the potential of customer service talent by giving independent professional recognition of skills and providing a path for career development

• Increased recognition for customer service leadership and management within your organisation

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)

Let Nick de Bruxelles, Customer Relations Manager at Cats Protection, tell you about the benefits of undertaking a Management Qualification with The Institute.…View full case study
Nick de Bruxelles
Customer Relations Manager, Cats Protection
Gerard Eskdale, Operations Manager at Prudential, highlights how a management qualification has helped develop his career.…View full case study
Gerard Eskdale
Operations Manager, Prudential

Looking to embed a service culture through professional development?

Contact our expert team to discuss your objects and create a programme to fit your requirements

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