Executive Diploma in Customer Service Management

1- Handling Customers’ Complaints

Overall Learning Outcomes

On completion of this module learners will be able to:

• Acquire key knowledge required to undertake effective Handling of Customers’ complaints.
• Acquire the ability to use the required models, tools and techniques to ensure effective handling of Customers’ Complaints.

Topics covered include

• Define what a Complaint is
• Why do People Complain
• The Goals of Effective Complaint  Handling
• The Strategies for Building Relationships
• Statistics of Customer Complaints
• The Customer Actions Following Service Failure
• Ways of Complaining
• The Types of Complainers
• The Steps for Handling Complaints
• The Strategies for Handling Complaints

2- Customer Retention Strategies

Overall Learning Outcomes

On completion of this module learners will be able to:

• Acquire the various key concepts and principles relating to customers loyalty and retention.
• Acquire the knowledge and ability to apply various techniques and tools used to effectively enhance customers’ royalty and retention

Topics covered include

• What is Customer Retention?
• What is Customer Loyalty?
• Drivers of Customer Loyalty
• Various Customer Loyalty Breakers
• What is Customer Satisfaction?
• Attrition and Silent Attrition
• Various Customer Retention Strategies
• Determinants of Customer Retention
• Methods and Tools for Customer Retention
• Principles of Retention Management
• Customer Lifetime Value (CLV)
• Need of Relationship with Customers
• How to Use Strategic CRM for Retention
• Challenges of Customer Retention

3- Client Relationship Management

Overall Learning Outcomes

On completion of this module learners will be able to:

• Acquire key knowledge relating to the concepts and principles of handling customer relationship.
• Acquire the ability to use the required models, tools and principles to ensure effective and enhancement of Customers Relationship Management.

Topics covered include

• The client relationship
• Four dimensions of relationship management
• Dimension one: Interpersonal awareness
• Dimension two: Interpersonal relationship management
• Dimension three: Team dynamics
• Dimension four: Cultural/operational consideration
• Building client relationships
• Engaging effectively with your client
• Roles and skills of relationship manager
• Ten keys to outstanding client service

Course Structure

An Executive Diploma comprises of three correlated modules. Our Executive Diplomas are professional diplomas delivered in a manner that gives you the flexibility to learn at a time and place that suits your personal and work life. You can embark immediately on an Executive Diploma knowing you can fit it into your schedule.

Assessment

There are 50 Multiple Choice Questions (“MCQ”) for each module. If you start an MCQ session please remember that it will time-out after 1.5 hours. You have three attempts at the MCQ to achieve a pass mark, which is set at 50%. This course has been endorsed under the ABC Awards and Certa Awards Quality Licence Scheme.

Admission Criteria

You should show that you will be able to fulfil and benefit from the objectives of the diploma or certificate and be able to achieve the required standards. Although no prior knowledge is required you should normally be at least 16 years old and have the following:

• Level 2 (QCF) Certificate; or
• 4 GCSEs at grade C or above; and/or
• Relevant work experience.

Delivery Mode

Mode A: Fully Taught mode

Available at selected Approved Learning Centres. For each module we recommend that Approved Learning Centres provide at least 12 hours of face to face lectures and tutorials.

Mode B: Blended Learning mode

Available at selected Approved Learning Centres where classes are held plus learners are given a complete set of learning materials to facilitate independent study which can be accessed through our designated Learning Portal.

For each module we recommend that Approved Learning Centres provide between 6 and 12 hours of lectures/tutorials and that you spend at least 12 hours learning online.

Mode C: Fully Online mode

Learners are given a complete set of learning materials to facilitate independent study which can be accessed through our designated Learning Portal. For each module we recommend at least 24 hours of online learning.

Location

For the Blended and Fully Taught modes please Contact Us for an Approved Learning Centre near you. Please note we are constantly adding Approved Centres.

For the Fully Online Mode you may enrol immediately.

Credits and Student Learning Time

Each module carries 20 credits and therefore an Executive Diploma should be completed in 6 months.