Global Management Academy U.K.
Global Management Academy U.K.

Certificate in Managing Customer Service

The Global CERTIFICATE IN MANAGING CUSTOMER SERVICE is designed to enable supervisors and managers to review the effectiveness of customer service in their organization and to develop strategies and implement a plan to improve the quality of customer service

 

Comprising 5 Level 3 courses and 100 hours of online learning, this program is the best foundation for a career in service management.

BUY THIS COURSE NOW

 

FEES: £250 (BUY NOW for £199.00 if paid up front). This fee includes enrollment in all 5 courses, and tutor support throughout your program.

INSTALLMENT PAYMENT

 

On selection of the installment option for your program, you will be directed to the secure PAYPAL Portal and can pay for your course using a credit card. On payment, you will receive a login to your program.

 

Please read our TERMS AND CONDITIONS before purchasing your program.

 

Number of Payments

5

Start Payments at Checkout

 

We calculate payments from the date of purchase

Due

At Checkout:

Every Month x 4

TOTAL

Amount

£ 50.00

£ 50.00

£ 250.00

 

 

 

PROGRAM CONTENT

The courses in this program include:

 

COURSE 1: MEETING CUSTOMER NEEDS

  • Unit 1: Getting Started
  • Unit 2: Understanding Customer Service
  • Unit 3: Knowing your Customers
  • Unit 4: Knowing Customer Needs
  • Unit 5: Meeting Customer Needs
  • Unit 6: Exceeding Customer Expectations
  • Unit 7: Knowing Customer Legal Rights
  • Unit 8: Using Customer Feedback
  • Unit 9: Handling Complaints
  • Unit 10: Wrapping-up

COURSE 2: MANAGING SERVICE QUALITY

  • Unit 1: Getting Started
  • Unit 2: Understanding Service Quality
  • Unit 3: Developing Service Standards
  • Unit 4: Measuring Customer Satisfaction
  • Unit 5: Monitoring Service Quality
  • Unit 6: User SERVQUAL
  • Unit 7: Evaluating Service Quality
  • Unit 8: Improving Customer Service
  • Unit 9: Service Level Agreements
  • Unit 10: Wrapping-up

COURSE 3: HANDLING COMPLAINTS AND DIFFICULT CUSTOMERS

  • Unit 1: Getting Started
  • Unit 2: The Importance of Complaints Resolution
  • Unit 3: Resolving Customer Complaints
  • Unit 4: Solving Customer Problems
  • Unit 5: Working with Difficult Customers
  • Unit 6: Dealing with Angry Customers
  • Unit 7: Managing Service Recovery
  • Unit 8 Complaints Policy and Procedures
  • Unit 9: Wrapping-up

COURSE 4: LEADING AND MOTIVATING A SERVICE TEAM

  • Unit 1: Getting Started
  • Unit 2: Defining Team Effectiveness
  • Unit 3: Creating a Shared Service Vision and Purpose
  • Unit 4: Creating Service Focused Team
  • Unit 5: Building a Cohesive Service Team
  • Unit 6: Motivating your Team
  • Unit 7: Goal Setting and Motivation
  • Unit 8: Setting High Expectations
  • Unit 9: The Team Performance Plan
  • Unit 10: Communication and Service Culture
  • Unit 11: Developing the Team
  • Unit 12: Wrapping up

COURSE 5: CUSTOMER RELATIONS MANAGEMENT

  • Unit 1: Getting Started
  • Unit 2: The content of this course includes:
  • Unit 3: The importance of Customer Loyalty
  • Unit 4: The Customer-focused Business
  • Unit 5: CRM and Marketing
  • Unit 6: CRM and Sales
  • Unit 7: Key Account Management
  • Unit 8: CRM and Customer Service
  • Unit 9: The Supply Chain and CRM
  • Unit 10: CRM and ERP Systems
  • Unit 11: Getting the best out of CRM
  • Unit 12: Wrapping-up

TRY THIS COURSE FOR FREE

 

You can view an extract of this program by clicking on this link and completing the preliminary enrolment details. Access is enabled for 7 days.

ADMISSION REQUIREMENTS

 

There are no formal entry requirements for this program. Candidates will be working in, or preparing for work as a first line supervisor, team leader or manager.

 

PROGRAM DURATION

 

Learners have 6 months from the date of enrolment to complete the Certificate Program.

 

ASSESSMENT

 

Assessment in this program takes the form of Online-quizzes (normally 3 in each course). Each quiz has a passmark of 70% and you can take the quizzes as many times as you wish.

 

ILM QUALIFICATIONS

 

Candidates can elect to upgrade their Global Certificate to an ILM Qualification by completing written assignmenst for each course in the program. Contact us for more information.
 

CERTIFICATION: Global Management Academy Parchment Certificate (mailed)


DELIVERY: On-line with email, skype and phone support as required.


RESOURCES: Downloadable Learners manuals for each course, additional articles, workbooks and worksheets.

LEARNING

PORTAL

REQUEST A CALLBACK

Please contact us on the following phone number with any questions:

 

+44 (0) 28 90640231

 

Please also use our contact form.

IPAD READY COURSES

 

Global online courses are IPAD and ANDROID tablet and mobile phone compatible.

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