Certified Customer Service Manager

ICTD International Centre for Training and Development

What are the topics?

ICTD International Centre for Training and Development


Coursalytics is an independent platform to find, compare, and book executive courses. Coursalytics is not endorsed by, sponsored by, or otherwise affiliated with any business school or university.

Full disclaimer.

Read more about Marketing

Marketing courses will plunge you into the vast field of marketing. In these courses, you will learn a variety of topics that cover each stage of runn...

Who should attend

Anyone who provides services, products or information to internal, or external customers including managers responsible for: training, customer service, sales professionals, technical and support personnel, accountants, field services representatives, finance and credit controllers, reception, front-line staff, marketing, communication specialists, public relations personnel and anyone who will ever need to influence others, either socially or commercially.

About the course

A company’s most vital asset is its customers. Without them, we could not exist in business. When you satisfy our customers, they not only help your organization grow by continuing to do business with you, but they are more likely to recommend you to friends and associates. Organizations which demonstrate a consistent customer service strategy, commitment to investing in a high-performance workforce and customer-focused systems enable extraordinary service delivery and enhanced customer relationships.

## Course Objectives

  • Show your customers how important you believe they are
  • Ensure customers will enjoy dealing with you and will do more business
  • Mean you will retain more of your customers which is cheaper than recruiting new ones
  • Enable many of your customers will become advocates for your business in person and on-line creating word of mouth advertising - the most effective and cheapest kind
  • Help you stand out from your competitors
  • Make your workplace more enjoyable and so improve staff retention which saves on recruitment and training costs

## Course Outline

Module One: The world of customer service excellence

  • Excellence in customer service and what it looks like
  • Identifying how excellence in front-line customer service is delivered and managed
  • Assessing the quality of the service that you offer
  • Concepts of customer care and the customer decision process
  • Models for managing customer care,
  • The psychology of customer care – an outline.
  • Dealing with criticism, controlling anger and aggression
  • Understanding what your customers say about you and your organisation

Module Two: Gaining a greater understanding of your company’s service delivery

  • The connection between customer service and reputation
  • Examining the evidence for investing in excellent customer service
  • Understanding Porters Value Chain - how do you create value for your customers
  • Who are your internal suppliers and customers?
  • What are the systems that help you all to deliver excellence to the customer?
  • Building lasting rapport with your customers - internal and external
  • Creating a lasting first impression
  • Step into another person’s shoes to better appreciate their experiences and motivations

Module Three: Communication master class

  • Achieving crystal clear communication?
  • Powerful listening and questioning techniques to understand what customers need
  • Typical customer behavior patterns
  • Body language clues that show how others are thinking and responding to you
  • Lenses or filters to communication
  • Communications models
  • Using perceptual positions to understand your customers’ point of view
  • Choosing communication channels to increase engagement

Module Four: Managing the delivery of customer service excellence

  • Delivering a next generation customer experience
  • Developing a customer strategy - planning for an interactive business relationship
  • Change management of processes, metrics, incentives and skills to deliver the customer experience
  • Benchmarking to achieve competitive differentiation
  • Setting up internal information supply streams that flow through and around the organization
  • Knowledge management as a customer service tool
  • Using a performance management framework
  • Coaching - a tool for self and others
  • Influencing exercises

Module Five: Action planning to achieve customer service excellence

  • Developing a plan to deliver excellence
  • Presenting your plan to top-tier management
  • Assertiveness and what it means
  • Dealing with difficult people in an assertive way
  • Maintaining high standards of customer service
  • Reviewing the service that you offer and reacting accordingly
  • Embracing change for the good of all
  • Personal development planning

Videos and materials

Certified Customer Service Manager at ICTD International Centre for Training and Development

This course has no confirmed dates in the future. Subscribe to be notified when it is offered.

Something went wrong. We're trying to fix this error.

Thank you

Someone from the Coursalytics team will be in touch with you soon.


Coursalytics is an independent platform to find, compare, and book executive courses. Coursalytics is not endorsed by, sponsored by, or otherwise affiliated with any business school or university.

Full disclaimer.

Read more about Marketing

During Marketing courses, you will learn how to develop a business idea and create the right website to promote your product. You will gain the skills to analyze your business performance and make key decisions that improve the efficiency of your bus...

Because of COVID-19, many providers are cancelling or postponing in-person programs or providing online participation options.

We are happy to help you find a suitable online alternative.