Diploma In Customer Relationship Management
Objective: The Diploma in Customer Service Management is designed to provide students with the essential skills and knowledge to deliver excellent customer service. This program is ideal for those new to the field or looking to solidify their foundational understanding of customer service practices.
Course Modules:
Introduction to Customer Service
- Overview of Customer Service
- Importance of Customer Service in Business
- Roles and Responsibilities of a Customer Service Professional
Communication Skills for Customer Service
- Verbal and Non-Verbal Communication
- Active Listening Techniques
- Effective Questioning and Response Strategies
Customer Service Principles
- Understanding Customer Needs and Expectations
- Building Customer Relationships
- Handling Difficult Customers
Customer Service Operations
- Service Delivery Processes
- Managing Customer Service Teams
- Performance Metrics and Service Quality
Customer Relationship Management (CRM)
- Basics of CRM
- CRM Systems and Tools
- Maintaining Customer Data
Digital Customer Service
- Online and Social Media Customer Service
- E-Commerce Customer Support
- Managing Customer Service via Chatbots and AI
Complaint Resolution and Problem-Solving
- Techniques for Resolving Complaints
- Root Cause Analysis
- Service Recovery Strategies
Customer Service Ethics
- Ethical Issues in Customer Service
- Privacy and Confidentiality
- Professionalism in Customer Interactions
Practical Customer Service Project
- Real-World Customer Service Simulation
- Case Studies and Role-Playing
- Group Project on Customer Service Improvement