Certificate in Customer Service Management

The programme explains,

• The significance of customer service management
• Essential customer care skills
• Behaviour patterns and styles involved in customer service
• CRM, Relationship marketing and other advance technologies

Customer service means the assistance and advice provided by a company to those people who buy or use its products or services. This course describes the significance of customer service management in major public-private sectors and explains the methods to implement an effective customer service to ensure excellent customer satisfaction.

The course has five units which appraise about the basic elements of customer services and its application in organizations, and also the essential customer care skills to successfully run a business venture.  Good customer service benefits the organisation by boosting sales and improving its goodwill.  It also appraises the topics like behaviour patterns and styles involved in customer service. The importance of CRM, Relationship marketing and the role of technology in relationship marketing are covered in detail. It also describes service marketing which acts as a trend in the customer service sector and also explains the quality improvement and standards that should be maintained while delivering good customer service.