Objective: The Postgraduate Diploma in Customer Service Management is designed for seasoned professionals and those aspiring to executive roles in customer service. This program focuses on strategic leadership, innovation, and global customer service management.

Course Modules:

1. Strategic Customer Service Leadership

   • Formulating and Implementing Service Strategies
   • Leadership in Customer-Centric Organizations
   • Driving Change in Customer Service Culture

2. Global Customer Service Management

   • Managing International Customer Service Operations
   • Cross-Cultural Customer Service Strategies
   • Global Customer Service Trends and Challenges

3. Advanced Customer Experience Design

   • Advanced Techniques in Experience Design
   • Customer-Centric Product and Service Design
   • Building and Sustaining Customer Loyalty

4. Customer Service Innovation and Technology

   • Leveraging Emerging Technologies in Customer Service
   • AI, Machine Learning, and Big Data in Service Management
   • The Future of Customer Service Technology

5. Customer Service Policy and Governance

   • Developing and Implementing Service Policies
   • Corporate Governance in Customer Service
   • Risk Management and Compliance

6. Ethical Leadership in Customer Service

   • Ethical Issues at the Executive Level
   • Corporate Social Responsibility in Customer Service
   • Leading with Integrity and Transparency

7. Customer Service Financial Management

   • Budgeting and Financial Planning for Service Operations
   • Cost-Benefit Analysis of Service Improvements
   • ROI in Customer Service Initiatives

8. Crisis and Change Management

   • Leading Customer Service Through Change
   • Crisis Leadership and Communication
   • Resilience and Adaptability in Service Management

9. Executive Capstone Project

   • Strategic Customer Service Innovation Project
   • High-Level Case Study Analysis
   • Executive Presentation and Defense of Findings