Customer service management and strategy qualifications

Maximise personal development whilst delivering tangible business benefits.

Institute of Customer Service management and strategy qualifications focus on a unique combination of customer service and management skills, maximising personal development whilst delivering tangible business benefits.

We have developed a course that enhances the effectiveness of customer service managers, comprising theory, strategy and practical implementation. The course provides a professional grounding in key aspects of customer service management that can be used immediately within an operational context.

All of our qualifications are only accessible to organisations with current Council and Corporate organisational membership.

Customer service management route

Management route

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.

Customer service strategy route

Customer service strategy route

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.

Benefits for customer service managers

Benefits for customer service managers

  • Create personal learning objectives to develop skills and competence and enable improved performance in current and future roles
  • Improve recruitment and management of high performing teams
  • Build understanding of application of technology and infrastructure to achieve customer service improvements
  • Develop understanding of how to use customer service measurement and benchmarking
  • Knowledge and understanding of how to perform financial and risk management in a customer service context
  • 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, areas for improvement and develop service implementation plans
  • Develop a real-life operational plan focused on delivering tangible business benefits

Benefits for organisations

Benefits for organisations

  • Develop highly skilled and effective managers
  • Improve the quality of your organisation’s customer service and deliver improved efficiency and profitability
  • Broaden the strategic awareness of your customer service managers
  • Recognise the skills and development of key customer service managers
  • Maximise the potential of customer service talent by providing a path for career development

Professional qualifications

Develop and recognise your customer service skills

We offer a range of professional qualifications to develop and recognise customer service skills at all career levels.

Case studies

Read feedback from members that have completed qualifications

We offer several different management and professional qualifications, find out how useful they could be to your company or personal career

Training courses

Want to progress your teams skills or your own career?

Our customer service training courses - suitable for customer facing people, team leaders and managers - enable you to build a consistent culture of service across your organisation.