Certified Customer Service Manager, CCSM

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(13 customer reviews)

₦70,000.00 ₦50,000.00

Interactive course, to develop team leaders and managers who need to manage customer service effectively and proactively, through their team. Service Management focuses on creating a customer-focused culture and how to engage, develop and manage a team of customer service professionals.

This course will equip you with the skills needed to be an excellent customer service manager.

It would teach you how to identify your customers and their unique needs, how to communicate in an assertive manner, how to solve customers’ problems and how to turn an unhappy customer to your biggest fan.

It is an excellent Launchpad into a fulfilling career as a Customer Service Manager. It is guaranteed to be the most effective class with the use of manuals, workbooks and case studies. Customer Service Certification provides the foundation for quality customer service and focuses on building life-long customer relationships strategies.

For Whom

  • Fresh Graduates seeking to launch their careers in customer service
  • Working professionals who want to start a career in Customer Service
  • Business owners who want to deliver excellent Customer Service
  • Organizations who want to improve the competence of their Customer Service team

CERTIFIED CUSTOMER SERVICE MANAGER, CCSM®

Course Outline

Module 1 Introduction to Certified Customer Service Manager

Lecture 1 What Is Customer Service?

Lecture 2 Developing a Customer-Centric Mindset

Lecture 3 Who Are Your Customers?

Lecture 4 Internal Customers

Lecture 5 External Customers

Lecture 6 When & Where Does Customer Service Take Place?

Lecture 7 The Need for Customer Service

Lecture 8 Unpleasant Experiences

Lecture 9 Developing a Customer Friendly Attitude

Module 2 Customer Service: Communication Skills

Lecture 1 Developing Effective Communication Skills

Lecture 2 Non-verbal Communication Skills

Lecture 3 Verbal Communication Skills

Module 3 Customer Analysis: Knowing your Customer

Lecture 1 Customer Expectations

Lecture 2 Dominant Behavioral Style

Module 4 Calming Upset Customers

Lecture 1 What Makes Customers Upset?

Lecture 2 Confirm The Customer’s Value

Module 5 Telephone Customer Service

Lecture 1 Mastering The Telephone

Lecture 2 Answering The Telephone

Lecture 3 Active Listening

Lecture 4 Transferring A Call

Lecture 5 Closing The Call

Module 6 Internet Customer Skills

Lecture 1 EMAIL

Lecture 2 E-mail Communication Guidelines

Lecture 3 Online Chat

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Congratulations, looking forward to supporting you on the next stage in making you better for tomorrow’s better place

Category:

Additional information

Duration

4 days

13 reviews for Certified Customer Service Manager, CCSM

  1. Benjamin Adekunle –

    “It was very informative and easy to use would recommend CCSM to anyone thinking about doing a Course In customer Service

  2. John Paul –

    “Good course with great information and easy to access :

  3. Bobbee Cummins –

    “Great selection of courses with quality material making is so interesting.”

  4. Omolara Owoeye –

    “The training was awesome. I’m going to apply all these concepts in the my job as a customer care specialist in a medical diagnostics company. Hope my bosses and coworkers signed online for this excellent training.”

  5. Felix Smith –

    “Well presented, concise and educational”

  6. John Judge –

    “This was a great course at a really great price! A lot of information, love the transcripts, notes and reference. The quizzes are great too. I would definitely recommend this coursThank you!

  7. Juliet –

    “Very much detailed and efficient. Thank you. ”

  8. Mariam Godwin –

    “Effective, nice and positive trainer.”

  9. Alice –

    “Speaker is very personable and knowledgeable. He was easy to follow and upbeat.”

  10. Steven –

    “I really enjoyed the course and all of the information. It is very helpful and useful for my job. A fabulous speaker. ”

  11. Celestine Chukwu –

    “I found this class to be fun because of the teacher. I like him. He is engaging, and makes me feel comfortable and relatable. Some of the statistics were higher than I thought. Interesting to learn.

  12. Ben David –

    “That is a great course. This course has a lot of information that could be used in our daily life. I enjoyed learning about customer service and plan to apply it in the workplace. I hope to give a class to my employees’ soon. It is much needed.”

  13. Charls Jasper –

    “Great suggestions/ideas that can be applied to virtually any customer service setting.”

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