Certified Customer Service Management Professional (CCSMP)
Intermediate
Online
3 days
Attain professional certification and cultivate essential skills and knowledge crucial for achieving excellence in the domain of Certified Customer Service Management Professional (CCSMP). Elevate your expertise and leadership capabilities with the Certified Customer Service Management Professional (CCSMP) program.
Certified Customer Service Management Professional (CCSMP)
- Intermediate
- 3 days
- online
Attain professional certification and cultivate essential skills and knowledge crucial for achieving excellence in the domain of Certified Customer Service Management Professional (CCSMP). Elevate your expertise and leadership capabilities with the Certified Customer Service Management Professional (CCSMP) program.
Strategic Alliances & Partnerships
Master the fundamental principles of Certified Customer Service Management Professional (CCSMP) to gain a substantial advantage in your professional journey
This training programme is designed to equip managers with everything they need to develop an effective customer service strategy for their business.
Managers and supervisor’s ability to create, control, manage and direct their subordinates will depend on the skill sets, initiative, and desire they have to create a positive customer driven workplace.
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Learning Objectives
By the end of the training program, participants will be able to:
- Express Welcome and set the Ground Rules.
- Review the quality of their current customer service delivery strategy and learn how and what they can do about it.
- Set SMART Service Goals and Objectives.
- Establish a Service Strategy as their competitive edge and learn how to build long-term customer relationships.
- Create the appropriate working environment to support the implementation of the service strategy.
- Monitor measure and evaluate progress of the service strategy implemented.
- Plan and implement improvements.
- Develop an effective customer service strategy for their business following global standards to be endorsed by CGL UK.
Key Takeaways
Understanding Customer Needs
Communication Skills
Product and Service Knowledge
Problem-solving and Decision-making
Teamwork and Collaboration
Certification
Modules
- Welcome and Ice-breaker
- Introduction of Facilitators and Participants
- Programme Overview
- Setting of Participants Expectations
Activities: Games, Lectures, Individual / Group Exercises
- The Four Dimensions of Service Excellence
- The Five Stages in Developing a Customer Service Strategy
- Your Business Goals
- The External Environment and Its Impact
- Understand The Market and Know Your Customer Groups
- Customer Expectations and How to Exceed Them
- The Importance of Reputation – Both Business and Personal
- Internal Features of Your Business
- Know Your Competition
- SWOT Analysis and Use It in Your Strategic Planning
Activities: Lectures, Case Studies, Exercises and Presentations
- Developing a Social Media Strategy
- Building a Content Strategy for Social Media
- Using Social Media to Build Relationships
- Social Media Listening and Monitoring
- Extending Your Reach on Social Media
- Social Media Advertising Strategies
- Activities: Lectures, Individual Exercises, Group Activity, Group Discussion and Presentation
- Systems, Processes and Structure
- Service Recovery
- Empower Your Staff
- Build Long Term Customer Relationships
- Reward and Recognition
Activities: Lectures, Group Exercises and Presentation and Experience Sharing
- Appraisal & Results/ROI
- Skills in Giving Constructive Feedback
- Dealing with Difficult Clients
- Change Resistance
- Leadership, Top Management Commitment and New Management Styles
- People, Constant Communication and Regular Service Training
- Culture of Catching People Doing Things Right and Creating Heroes
Activities: Lectures, Success Stories, Case Studies, Group Discussion and Presentation
- Profit Maximization
- Service Excellence Toolkit
Activities: Examples from Success Stories, Lectures, Individual and Group Exercises and Discussions
- Level 2 Assessment : Complete Questionnaire Given by CGL UK
- Level 3 Assignment : Individual Action Planning based on Your Current Business Situation and Environment
Activities: Individual Assessment and Submission of Assignment to CGL UK within 1 week upon completion of programme
- Level 1 Feedback and Program Evaluation
Activities: Individual Exercise
Video Marketing
- Video Production 101
- Creating Successful Video Marketing Strategy
- Types of Online Video Content
- Successful YouTube Strategies using YouTube’s Platform and Algorithm
- Creating an Optimized YouTube Channel
- Creating High-Performing Video Content
- Analyzing & Tracking Video Metrics
Program Methodology
A key and unique feature of this programme is that all participants complete a series of self-assessment survey forms, resulting in a detailed profile of personality traits, motivational drivers and competencies.
This will enable participants to discover their own preferred cognitive and emotional styles, which in turn can strongly influence the dynamics of thinking and learning relating to this programme.
Practical Assignments
We provide hands-on assignments that
requires practical implementation.
Interactive Exercises
Skilling-up for better jobs for everyone from
fresh graduates to working professionals
Games
Skilling-up for better jobs for everyone from
fresh graduates to working professionals
Live Case Studies
Sharing of experiences and insights through live case studies and interactive sessions
Peer Collaboration
Peer-to-peer learning encourages teamwork, communication skills, and diverse perspectives
Microlearning
Bite-sized modules that participants can consume on-the-go
Accreditations
This professional certification program is accredited by the Oxbridge Institute of Professional Development (OIPD)-UK, a global, non-profit, assessment and accreditation body.
OIPD awards qualifications, up to the equivalent of level 9 of the UK Regulated Qualifications Framework (RQF) and accredits professional certification programs that complies with its stringent quality and competencies benchmarking requirements.
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