Vinsys

business academy

sales and marketing

certified customer service manager course

Developed using a combination of technical skills and practical workplace experience.

Specialises in leveraging metrics and analytics to enhance service delivery.

Improves leadership skills for leading high-performing customer service teams.

Professionals are trained to optimise the client experience using creative strategies.

Overview Learning Objectives Who Should Attend Prerequisite Outline Certification

Course Overview

Vinsys delivers the certified customer service manager course in association with the AIBMC, which essentially provides professionals with knowledge of managing extensive operation of customer service departments. The course focuses on leadership development, data-driven decision-making, and customer experience improvement. Participants acquire real experience using service metrics, analytics tools, and best practices to improve customer satisfaction and team performance.

The CCSM course also emphasizes on strategic thinking, which allows managers to link customer service initiatives with overall business objectives. All the concepts taught in the course are supported by case studies, active participation to achieve successful outcomes, quizzes, and assessments. This guarantees that participants can manage and improve a team and introduce new high-quality service solutions. Upon course completion, the participants are awarded an international certification that proves competency, improving career mobility.

You will receive a certification after completing the course!

Course Objectives

Upon completion of this course, participants should be able to:

Adopt a customer strategy that guarantees managers to have a comprehensive understanding of the strategies necessary in promoting and embedding customer service culture within their organization
Implement an employee relationship management plan that prioritizes teamwork, delegation, empowerment, orientation, coaching, counseling, incentive, and recognition
Embrace a leadership strategy that fosters trust between management and staff

Target Audience

This course targets:

Customer service managers aiming to improve their leadership and operation management skills
Team leaders interested in improving the efficiency of customer service delivery using relevant data analysis
Mid-level managers looking to upgrade the quality of customer service by introducing new service approaches
Aspiring managers wanting to get experience in leading customer-facing teams and processes
HR and training experts responsible for creating customer service management skills within organizations
Executives in charge of managing customer care teams and enhancing service delivery standards

Eligibility Criteria

To apply for the CCSM: Certified Customer Service Manager, you must possess:

Customer service experience of at least 2-3 years, preferably in the same field
Extensive knowledge of customer service processes and fundamental performance measures
A minimum of a bachelor's degree or related professional experience in business management or communication
Proficiency in using customer service tools and technologies to improve operational efficiency
The willingness of the public sector manager to adopt and apply efficiency improvement measures based on data analysis

Course Outline

Module 1: Customer Service Skills

Achieving High Customer Satisfaction
- Customer feedback
- Satisfaction metrics
Developing Strong Listening and Communication Skills
- Active listening
- Clear messaging
Winning Telephone Skills
- Professional tone
- Effective questioning
Technical Writing Skills for Support Professionals
- Concise documentation
- Clarity in instructions
Handling Difficult Customer Situations
- Empathy
- Conflict resolution
Solving and Preventing Problems
- Root cause analysis
- Proactive measures
Teams and Team Players in a Help Desk Setting
- Collaboration
- Role clarity
Minimizing Stress and Avoiding Burnout
- Time management
- Self-care techniques

Module 2: Customer Relationship Management

CRM Overview, Types, Strategy, and Implementation
- Definition of CRM
- CRM types
- Implementation steps
The Theoretical Framework of CRM
- Core concepts
- Relationship models
CRM Project Organization in the Financial Industry
- Team structure
- Project phases
The Evolution of Customer Relationships and Customer Value
- Historical context
- Value proposition
Main Benefits and Organizational Impacts of CRM within the Bank
- Customer loyalty
- Increased efficiency
Data Mining Systems Supporting the Marketing Function
- Customer segmentation
- Predictive analytics
CRM Conclusion
- Key takeaways
- Future trends

About the Examination

Upon completion of this course, participants are required to undergo a 3-hour exam. This exam consists of multiple essays, case study questions and it's an open booklet exam.

Choose Your Preferred Mode

Online Training

Interactive simulations and case studies to improve practical problem-solving abilities.
Performance analytics tools to evaluate learner’s performance.
Self-paced learning with open access to lessons i.e. learners can learn at any time.
Online forums and group assignments foster peer engagement and collaboration.

Corporate Training

Special modules designed to address the organization's objectives in customer service.
Real-time performance monitoring and analysis for the participants and the management.
On-site or virtual workshops featuring hands-on activities that imitate real-world circumstances.
Integration of company-specific customer service data and associated training resources.

FAQ’s

What are the benefits of obtaining CCSM certification?

CCSM certification improves the credibility of a professional in customer service management and expands their career capabilities.

How does CCSM certification impact customer satisfaction?

The certification equips the managers with the necessary tools and techniques to formulate strategies to enhance customer satisfaction and retention.

What skills are emphasized in the CCSM certification?

CCSM certification is focused on leadership, data analysis skills and the ability to improve customer experience.

What is the assessment method for the CCSM course?

Quizzes, case studies, and practical assignments are some of the assessment methods for the CCSM course as offered by Vinsys.

Can I take the CCSM course if I am new to customer service management?

While the training is intended for individuals with some expertise, beginners to customer service management can still benefit from it.

What resources are provided during the CCSM course?

Participants get various course content, case studies, and instruments relating to customer service management.

How do I enroll in the CCSM course?

Enrolment information is available on Vinsys' website, and you can finish the registration process online.

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Reviews

Enrolling in the CCSM program was a transforming experience for me. I learned about advanced consumer strategies and managed my team effectively. The real-world case studies allowed me to apply concepts right away. I now have confidence in leading my team, and our customers are more satisfied than before.

Saqib Zia Alam Din NashadService Manager

I recently completed the CCSM course and I can highly recommend it! The blend of interactive learning and theoretical knowledge was perfect. The focus on data-driven decision-making has equipped me to analyze customer feedback effectively, improving our service processes and interactions.

Maunik VisariaJunior Service Enginner

As a company committed to exceptional customer service, we invested in the CCSM course for our management team, and the results have been phenomenal. The curriculum provided actionable insights into optimizing team leadership and customer experience, improving employee morale and customer satisfaction. It’s an invaluable investment for our organization.

Sheeraz HussainService Manager

Our organization enrolled in the CCSM course, and it was one of our best decisions. The focus on practical applications translated directly into improved performance metrics, with a 20% increase in customer satisfaction scores. This course fostered a culture of continuous improvement within our customer service department.

Ali AbdullahSenior Executive