PROGRAMME AIMS
This Executive Diploma in Customer Service Management is designed to provide a fundamental understanding of practices customer service management. It is designed to equip those who are keen to take up employment in Customer Service within the business sector. Those who are keen to further their education can progress on to either the Higher Diploma in Business Management or gain entry and acceptance into Year 2 of a Bachelor degree.
PROGRAMME STRUCTURE
The Executive Diploma in Customer Service Management comprises of three modules.The Executive Diploma in Customer Service Management is a professional diploma 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 in Customer Service Management knowing you can fit it into your schedule.
3 core modules 60 credits
- Handling Customer Complaints – 20 Credits
- Customer Retention Strategies – 20 Credits
- Client Relationship Management – 20 Credits
DELIVERY MODE
Mode A: 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 B: 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.
ADMISSION CRITERIA
An applicant may be admitted on the basis of evidence to suggest that he or she will be able to fulfill and benefit from the objectives of the programme and achieve the standard required for the award.
Summary of Entry Requirements
No prior knowledge is required. Applicants should normally be at least 16 years old and preferably with the following:
- Level 3 (QCF/RQF) Certificate;
- 4 GCSEs at grade C or above; or
- Working adults.
Advanced Standing / Exemptions / Credits Transfer (APL)
Consideration for the above for learners admitted onto the programme may be considered either at the beginning of a programme, or beyond the beginning of a programme, through an assessment of that learner’s prior learning, whether certificated or un-certificated. The process for making such a decision is known as the Accreditation of Prior Learning (APL) is a matter of academic judgment exercised by the appointed panel considering applications and approvals of APL. Where cohorts of learners are to be admitted with advanced standing on a regular basis, the arrangement should be subject to an Academic Progression Agreement.
ASSESSMENT STRUCTURE
Comprehensive Multiple Choice Questions (“MCQs”)
The mode of assessment is a carefully designed MCQs consisting of 50 MCQs to be taken either online or in a proctored paper-based final examination at approved centres. The duration of this final assessment will be 1.5 hours. The MCQ will serve to validate the attainment of broad understanding and application of knowledge by learners is related to the intended learning outcomes.
UNIT SPECIFICATION
Participants will be awarded an Executive Diploma in Customer Service Management upon completion of the 3 Modules in Handling Customers’ Complaints, Customer Retention Strategies, and Client Relationship Management.
1. Handling Customers’ Complaints
Learning Outcomes
On completion of this Module learners will be able to:
- Examine key knowledge required to undertake effective Handling of Customers’ complaints.
- 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
Learning Outcomes
On completion of this Module learners will be able to:
- Articulate the various key concepts and principles relating to customers loyalty and retention.
- Use 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
Learning Outcomes
On completion of this Module learners will be able to:
- Examine key knowledge relating to the concepts and principles of handling customer relationships.
- Use the required models, tools, and principles to ensure effective and enhanced 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