Postgraduate Certificate in Customer Service Team Management

• Customer Service Team Leadership: This unit will cover the essential skills and strategies required to lead and manage a successful customer service team. Topics may include coaching, motivation, performance management, and team dynamics.

• Customer Service Strategies and Planning: This unit will focus on developing and implementing effective customer service strategies, including service standards, quality assurance, and performance metrics. Students will also learn how to analyze customer feedback and use it to improve service delivery.

• Customer Experience Management: This unit will explore the key principles and practices of customer experience management, including customer journey mapping, touchpoint analysis, and service blueprinting. Students will learn how to design and deliver seamless, personalized, and memorable customer experiences.

• Communication and Interpersonal Skills: This unit will cover the essential communication and interpersonal skills required for effective customer service team management, including active listening, empathy, conflict resolution, and negotiation. Students will also learn how to provide clear and concise feedback, both positive and constructive.

• Technology and Tools for Customer Service: This unit will examine the various technology and tools available to support customer service operations, including CRM systems, social media platforms, chatbots, and self-service options. Students will learn how to evaluate, select, and implement appropriate technology solutions to enhance service delivery and customer engagement.

• Legal and Ethical Issues in Customer Service: This unit will explore the legal and ethical considerations that are relevant to customer service team management, including data privacy, consumer protection, and accessibility. Students will learn how to navigate complex legal and ethical issues and make informed decisions that align with organizational values and policies.

• Managing Customer Service Operations: This unit will cover the operational aspects of customer service team management, including staffing, scheduling, workflow management, and resource allocation. Students will learn how to optimize service delivery, reduce costs, and improve efficiency while maintaining high levels of customer satisfaction.

• Performance Measurement and Improvement: This unit will focus on the development and use of performance metrics and analytics to measure and improve customer service delivery. Students will learn how to identify key performance indicators (KPIs), collect and analyze data, and use insights to drive continuous improvement and