Certified Customer Care Manager

Course details

Customer service managers lead their teams in problem solving, troubleshooting customer issues, and providing exceptional customer ;Vskills certification in Customer care management will help you to learn more about the customer care related concepts like customer handling, customer needs, customer focus, team management etc.

Why should one take Customer Care Manager Certification?
This Course is intended for professionals and graduates wanting to excel in their chosen areas. It is also well suited for those who are already working and would like to take certification for further career progression.

Earning Vskills Customer Care Manager Certification can help candidate differentiate in today's competitive job market, broaden their employment opportunities by displaying their advanced skills, and result in higher earning potential.

Who will benefit from taking Customer Care Manager Certification?
Job seekers looking to find employment in web development, or IT departments of various companies, students generally wanting to improve their skill set and make their CV stronger and existing employees looking for a better role can prove their employers the value of their skills through this ;
 
Benefits of Certification

• Government certification
• Certification valid for life
• Lifelong e-learning access
• Learning Hours: 12+ hrs

 
How It Works

1. Select Certification & Register
2. Receive Online e-Learning Access (LMS)
3. Take exam online anywhere, anytime
4. Get certified & Increase Employability

Test Details

• Duration: 60 minutes
• No. of questions: 50
• Maximum marks: 50, Passing marks: 25 (50%).
• There is NO negative marking in this module.
• Online exam.

 
 
TABLE OF CONTENT

Customer Expectations

• What is customer expectations
• Customer Expectations Relevance
• Types of Expectations
• Expectations Model
• Managing Expectations
• New-Age Customer Expectations
• Customer Feedback
• Handling Customer Expectations

Customer Needs

• Consumer Need
• Understanding Customer Needs
• Hulls Drives Reduction Theory
• Maslow’s Hierarchy of Needs
• McClelland’s Three Needs Theory
• Consumer Motivation Concept
• Means - End Chain Model

Customers Listening and Tools

• Customer Complaints
• Complaint Barriers
• Customer Journey Mapping (CJM)
• Voice Of the Customer
• Benchmarking
• Business Performance Measures

Customer Focus

• What is Customer Focus
• Customer Focus Elements
• Customer Focus Levels

Customer Focused Interaction

• Social Media
• Applying Knowledge Management
• Using Mobile Technology
• Customer Focused Employees

Team Management

• Team Building
• Team Communication
• Team Socializing
• Team Culture
• Team Values and Ethics
• Accountability
• Delegation
• Managing Diversity
• Team Performance Management

Organisation Culture

• Overview of Organization Culture
• Characteristics of Organization Culture
• Functions of Organisation Culture
• Liability of Organisation Culture
• Organisational Socialisation
• Mentorship

Individual Behaviour

• Integrated Human Behaviour Model
• Factors Influencing Individual Behaviour
• Self Concept & Self Esteem
• Emotional Intelligence

Motivating Team Members

• What is Motivation
• Theories of Motivation
• Key Strategies of Motivation
• How to Boost Motivation
• Motivational Drives

Conflict and Negotiation Management

• Overview of Conflict
• Types of Conflict
• Causes of Conflict
• Conflict Management Technique
• Negotiation and Conflict
• Negotiation Basics
• Preparing for the Negotiation Process
• The Seven Basic Steps in Negotiation
• Best Alternative to a Negotiated Agreement (BATNA)
• Tactics for Negotiation Process

Customer Service Quality

• Service Quality Basics
• Service-Profit Chain
• Quality Standards in Customer Service
• Service Metrics for Customer Service
• Service Quality Management Tools
• Lean and Service Quality
• Customer Experience and Service Blueprinting
• CRM
• Popular CRM Tools
• Customer Service Excellence

Customer Service Leadership

• Customer Service Strategy
• Customer Advocacy
• Managing a Customer Service Team
• Leading a Customer Service Team
• Quick Fixes to Attain Excellent Customer Service
• Building Customer Loyalty
• Customer Retention
• Winning Back a Lost Customer
• Calculating the Value and ROI of Customer Service
• Future Trends in Customer Service

Updated on 20 December, 2023