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Customer Service & Relationship Management

Certified Customer Service Professional (CCSP™) This course will investigate what good customer service is, how you define it and what you can do to deliver exceptional customer service. They are the most important thing to any business and looking after them is paramount.

This session looks at what any individual can do to provide exceptional customer service.

By the end of the session, attendees will have:

* Enhanced your self awareness of customer service skills

* A greater understanding of customer expectations, perceptions and needs

* Learnt techniques and structures to consistently deliver exceptional customer services

* Increased your confidence and communication skills

* Started the process of considering customer service strategies to apply with your own customers

Course Content

* World Class Customer Service

* Service Expectations

* Communication Skills

* Behaviour to demonstrate to customers

* Dealing with complaints effectively

 

Course Benefits

* Build strong relationships with customers

* Retain existing customers and attract new ones

* Make more sales.

CCSP™ DESIGNATION REQUIREMENTS

Requirements for the CCSP™ designation are:

* Hold an Academic degree,

* No CS experience is required since this is a knowledge-based credential.

* Successful completion of the coursework requirement​,

* Agree to abide by the Code of Ethics established by the RMCI® and

* Successful completion of the CCSP™ Exam​

Price

Member: £200.00

Non-member: £250.00  Certified Customer Relationship Professional (CCRP™) Customer Relationship Management Certification is one of the most important components for sustenance and growth of an organization. With the advancement of software technologies, significant progress has been made in designing and managing CRM systems. These efforts envisage facilitating better customer interactions and greater understanding about customers; thus helps an organization build competitive advantages.

This course plans to impart a sound introduction to CRM, a comprehensive understanding of the processes involved, strong understanding of software components in different CRM systems, and practical applications of CRM in different sectors. As the course is targeted to students of rural management, it includes practical examples with strong lineage to rural planning and development.

ELIGIBILITY REQUIREMENTS

Applicants must meet specific educational and work experience criteria at the time they submit their application, in order to be eligible to sit for the CCRP™ exam. These requirements are outlined below:

* Have at least one year of experience in a professional-level CR position + a Master’s degree or higher,

* Have at least two years of experience in a professional-level CR position + a Bachelor’s degree, OR

* Have at least four years of experience in a professional-level CR position + a high school diploma.

* Hold a professional certification in CSRM  like the CCSP

* Agree to abide by the Code of Ethics established by the RMCI

Any applicants with lesser working experience than the above or not holding CCSP™ will be reviewed by the RMCI Certification Board to determine the eligibility for the program.

PROGRAM ASSESSMENT

In order to get certified, participants must meet the eligibility requirements, and pass the RMCI certification exam successfully.

Price

Member: £300.00

Non-member: £350.00

Course content

* what is customer relationship management 

* managing processes in CRM

* Analytics in CRM

* CRM tools

* Implementing CRM in an enterprise 

* CRM case study

Senior Professional in Customer Service and Relationship (SPCSR™). The SPCSR™ designation is designed by RMCI for SPCSR practitioner’s candidate or employed in Senior-level Management, Full – time or part-time.

This program equips the participants with appropriate knowledge, skills and techniques to perform customer service and relationship functions and responsibilities in organization.

This professional program is designed to provide an advance and level knowledge, for management of customer service and relationship in an organization. It offers good blend of theories, practices and case studies in the management of customers to meet the growing demand for competent CSRM Professionals. The program has been endorsed by RMCI Global Leaders and past graduates have attained successful careers in the industry.

ELIGIBILITY REQUIREMENTS

Applicants must meet specific educational and work experience criteria at the time they submit their application, in order to be eligible to sit for the SPCSR™ exam. These requirements are outlined below:

* Have at least four years of experience in a professional-level CSRM position + a Master’s degree or higher,

* Have at least five years of experience in a professional-level CSRM position + a Bachelor’s degree, OR

* Have at least seven years of experience in a professional-level CSRM position + a high school diploma.

* Hold higher professional certification in CSRM like the CCSR or CCRM

* Agree to abide by the Code of Ethics established by the RMCI

Any applicants with lesser working experience than the above or not holding CCSR or CCRM™ will be reviewed by the RMCI Certification Board to determine the eligibility for the program.

Price

Member: £450.00

Non-member: £550.00

Course Content

* World Class Customer Service

* Service Expectations

* Communication Skills

* Behaviour to demonstrate to customers

* Dealing with complaints effectively

* managing processes in CRM

* Analytics in CRM

* CRM tools

* Implementing CRM in an enterprise 

* CRM case study

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