Graduate Diploma In Customer Relationship Management
Objective: The Graduate Diploma in Customer Service Management is intended for professionals seeking to deepen their understanding and enhance their skills in managing customer service teams and processes. The course emphasizes leadership, strategy, and advanced customer service management techniques.
Course Modules:
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Advanced Customer Service Strategies
- Developing Customer Service Strategies
- Strategic Planning for Customer Service
- Aligning Customer Service with Business Goals
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Leadership in Customer Service
- Leading and Motivating Customer Service Teams
- Conflict Resolution and Team Dynamics
- Coaching and Mentoring for Customer Service Excellence
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Customer Experience Management
- Designing Customer Experiences
- Customer Journey Mapping
- Measuring and Improving Customer Satisfaction
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Customer Service Analytics
- Collecting and Analyzing Customer Data
- KPIs and Metrics for Customer Service
- Using Data to Improve Service Delivery
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Digital Transformation in Customer Service
- Implementing Digital Tools in Customer Service
- The Role of AI and Automation in Service Delivery
- Omnichannel Customer Service Strategies
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Crisis Management in Customer Service
- Managing Customer Service During Crises
- Communication Strategies in Crisis Situations
- Post-Crisis Recovery and Customer Trust Restoration
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Legal and Ethical Issues in Customer Service
- Regulatory Compliance in Customer Service
- Consumer Rights and Protection Laws
- Ethical Decision-Making in Service Management
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Innovation in Customer Service
- Emerging Trends in Customer Service
- Innovative Technologies and Practices
- Adapting to Changing Customer Expectations
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Capstone Project
- Development of a Strategic Customer Service Plan
- Industry-Specific Case Studies
- Individual or Group Research Project