Certified Customer Service Manager Program USA (CCSM)

Organizations hire Customer Service Managers to ensure customer satisfaction by connecting and channeling the energies of customer service representatives towards achieving an ultimate organizational goal which is service excellence. 

This however can be a very overwhelming task to perform because of the magnitude of the objective. Customer service manager are expected to lead and motivate a team of service professionals to ensure they give the best customer service possible. This program is designed by Contact Centre Support Professionals Nigeria in Partnership with Service Quality Institute USA to address the essential competencies for managers to become effective at leading highly skilled service professionals to provide service excellence.

Module 1:

• Managing Service Operational Strategy 
• Customer Service Processes, Policies, Procedures 
• Problem solving Trouble-shooting 
• Customer Experience, Retentions and Loyalty Management
• Emotional Intelligence (Emotive Communications)

Module 2:

• Effective Team Management Skills
• Understanding the Importance of Teamwork 
• Role of Team Leaders and Managers
• Team Management Theories and Models
• Stress Management Techniques for leaders
• Team Conflict Resolution and Mediation Skills
• Team Motivational Skills
• Leadership and Emotive Communications Management

Module 3:

• Managing Customer Service Quality
• Customer Service Quality Theories

Module 4:

• Performance Management , Matrices and Contracts
• Performance Coaching Monitoring and Evaluations skills for service managers
• Performance Reporting Employee: Productivity and Management Reports