Postgraduate Certificate in After-Sales Service Management in Contact Centres

Name: Postgraduate Certificate in After-Sales Service Management in Contact Centres
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The Postgraduate Certificate in After-Sales Service Management in Contact Centres is a comprehensive course designed to equip learners with the essential skills required for career advancement in the rapidly evolving customer service industry. This certificate program emphasizes the importance of effective after-sales service management in contact centers and its critical role in enhancing customer satisfaction, loyalty, and brand reputation.

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AboutThisCourse

In today's highly competitive business landscape, there is an increasing demand for skilled professionals who can manage and optimize after-sales service operations in contact centers. This course provides learners with a deep understanding of the best practices, strategies, and tools for managing customer interactions, resolving customer issues, and analyzing customer feedback to drive continuous improvement. By completing this course, learners will gain the practical skills and knowledge required to excel in after-sales service management roles, such as customer service manager, contact center manager, or customer experience manager. They will be able to demonstrate their ability to lead and manage high-performing teams, leverage data and analytics to drive decision-making, and deliver exceptional customer experiences that drive business growth and success.

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CourseDetails

• Postgraduate Certificate in After-Sales Service Management in Contact Centres
• Customer Experience Management in Contact Centers
• Fundamentals of After-Sales Service Strategies
• Utilizing Technology in After-Sales Service
• Quality Assurance and Performance Metrics in After-Sales Service
• Legal and Ethical Considerations in After-Sales Service Management
• Change Management and Continuous Improvement in Contact Centers
• Human Resource Management for After-Sales Service Teams
• Financial Management and Budgeting for After-Sales Service Operations
• Capstone Project: Developing and Implementing an After-Sales Service Strategy in a Contact Center

CareerPath

The Postgraduate Certificate in After-Sales Service Management in Contact Centres prepares professionals for various roles in the UK job market. This 3D pie chart highlights the percentage distribution of key positions, offering a glimpse into the industry's skill demand. 1. Service Manager: A Service Manager oversees the day-to-day operations and strategic planning of customer service teams. This role requires strong leadership, communication, and problem-solving skills. (25% of the market) 2. Customer Support Specialist: Customer Support Specialists are the frontline agents handling customer inquiries and complaints. They need excellent interpersonal skills, patience, and product knowledge. (30% of the market) 3. Quality Assurance Analyst: Quality Assurance Analysts evaluate the performance of contact centres and agents, ensuring high-quality service delivery. This role requires attention to detail, analytical skills, and a deep understanding of service standards. (15% of the market) 4. Training & Development Specialist: Training & Development Specialists design and implement training programmes for contact centre agents. They must have strong instructional design skills and a deep understanding of adult learning principles. (20% of the market) 5. Workforce Manager: Workforce Managers forecast, schedule, and manage the workforce to meet customer demand. This role requires strong analytical, planning, and organizational skills. (10% of the market)

EntryRequirements

BasicUnderstandingSubject
ProficiencyEnglish
ComputerInternetAccess
BasicComputerSkills
DedicationCompleteCourse

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FastTrack GBP £140

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AcceleratedLearningPath

ThreeFourHoursPerWeek
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StandardMode GBP £90

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FlexibleLearningPace

TwoThreeHoursPerWeek
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POSTGRADUATE CERTIFICATE IN AFTER-SALES SERVICE MANAGEMENT IN CONTACT CENTRES

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London School of International Business (LSIB)

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05 May 2025

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