# Customer Service Management

> Join Edoxi's 20-hour Online Customer Service Management Course and develop the skills and mindset needed to provide outstanding customer service. Enrol now!

## Course Details
- Rating: 4.9/5 (32 reviews)
- Category: Business & Management
- Sub-Category: Business Strategy

## Course Introduction
Edoxi’s 20-hour Online Customer Service Management Course develops practical skills and strategies to deliver exceptional customer experiences. The course covers customer-centric strategy execution, service recovery, and omnichannel engagement. You will learn service quality strategies, customer experience management and performance measurement.  Training includes hands-on experience with service quality assessment tools, CRM, AI-powered customer analytics and predictive service modelling. Build your customer service skills to work in retail, hospitality, banking, telecom, and corporate environments. Upon course completion, receive a course completion certificate. Enrol now and acquire in-demand customer service skills.

## Course Overview
- Delivery Modes: Online
- Course Duration: 20 hours
- Corporate Days: 3 Days
- Learners Enrolled: 250+
- Module: 6

## What You'll Learn in the Online Customer Service Management Course?

**Customer-Centric Strategy Execution**
You will design and deploy Experience-as-a-Service and Customer Success Playbooks to enhance client satisfaction.

**Service Excellence & Quality Assurance**
You will implement SLAs, AI-driven service analytics, and quality monitoring tools for superior service delivery.

**Data-Driven Customer Intelligence**
You will leverage Voice of Customer Analytics 2.0, Customer Data Orchestration, and Predictive Service Modeling for strategic decision-making.

**Proactive Complaint & Issue Resolution**
You will master Micro-Moment Resolution and Zero-Contact Resolution for seamless dispute management.

**Performance Optimisation & KPI Management**
You will utilize AI-Driven Satisfaction Index and Real-Time Feedback Loops for continuous improvement.

**Omnichannel Engagement & Automation**
You will enhance customer interactions with Hyper-Personalized Engagement and Neural Chatbot Technologies.

## About This Course
## About Our Customer Service Management Course

The Customer Service Management Course equips you with customer service skills to build lasting relationships through effective customer engagement. Edoxi’s 20-hour Customer Service Management online course is designed for professionals in customer-centric industries such as retail, hospitality, banking, and corporate services. Our Customer Service Training provides industry-driven methodologies to optimise service excellence and enhance customer engagement.

Our expert trainers will help you develop service quality strategies and tactics to enhance customer satisfaction and loyalty. The Customer Service course curriculum integrates theoretical frameworks with applied learning through real-world simulations, interactive case studies, and CRM-driven process optimisation. You will gain hands-on experience with service quality assessment tools, AI-powered customer analytics, and predictive service modelling to improve operational efficiency and client satisfaction.

Addressing the evolving landscape of customer experience management, our customer service training program explores omnichannel engagement, automation-driven support systems, and data-driven decision-making. Whether you are a frontline service professional or a senior executive, this course empowers you with actionable strategies to elevate service standards and drive business growth. 

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## Features of the Online Customer Service Management Course

**Immersive Customer Interaction Simulations**
You will enhance problem-solving through role-based training, scenario modelling, and real-time service engagement exercises.

**Strategic Service Resource Toolkit**
You will utilize service blueprints, quality benchmarking frameworks, and self-assessment models for continuous skill enhancement.

**CRM System Proficiency Training**
You will master customer lifecycle tracking, sentiment analysis, and service quality optimization using advanced CRM tools.

**Industry Case Study Masterclass**
You will develop critical insights by analyzing real-world service challenges and implementing data-driven resolution strategies.

**Service Level Agreement Frameworks**
You will design and implement SLAs that align operational standards with customer expectations and business objectives.

**KPI-Driven Performance Optimization**
You will apply key metrics to assess service effectiveness, enhance operational efficiency, and drive continuous improvement.

## Who Can Join Our Customer Service Management Course?

**Customer Experience & Engagement Specialists**
Ideal for professionals managing customer touchpoints, service workflows, and client satisfaction initiatives.

**Business Leaders & Service Strategists**
Designed for executives and entrepreneurs focused on implementing data-driven customer service models.

**Cross-Industry Service Professionals**
Beneficial for experts in retail, hospitality, banking, and telecom aiming to enhance service excellence.

**Service Operations & Quality Managers**
Perfect for supervisors optimizing service frameworks, operational efficiency, and performance metrics.

**HR & Organizational Development Professionals**
Essential for HR leaders refining internal service culture and employee-driven customer experience.

**Aspiring & Seasoned Customer Service Experts**
Suited for beginners and professionals upgrading skills with AI-driven service innovations.

## Customer Service Management Course Modules

### Module 1: Defining and Appreciating the Customer

**Chapter 1.1: Understanding the Customer**
- Lesson 1.1.1 Definition of Customer
- Lesson 1.1.2 Definition of Customer Service
- Lesson 1.1.3 The Internal and external customer

**Chapter 1.2: Importance of Internal Customers**
- Lesson 1.2.1 Importance of the Internal Customer
- Lesson 1.2.2 The need for motivated employees
- Lesson 1.2.3 The need for qualified employees

**Chapter 1.3: Organizational Silos and Their Impact**
- Lesson 1.3.1 Silo mentality
- Lesson 1.3.2 Destroying the silos

### Module 2: Customer-Centric Organizations

**Chapter 2.1: Customer-Centric Organizations**
- Lesson 2.1.1: The Customer-Centric Organization
- Lesson 2.1.2: Customer Service as a Strategic Imperative
- Lesson 2.1.3: The 7 Practices of Customer-Centric Organizations

### Module 3: Customer Satisfaction Surveys and Vital Tools

**Chapter 3.1: Understanding Customer Needs**
- Lesson 3.1.1: Importance of Segmentation
- Lesson 3.1.2: Principles of Customer Segmentation
- Lesson 3.1.3: Focus Groups

**Chapter 3.2: Conducting Customer Satisfaction Surveys**
- Lesson 3.2.1: Key Terms in Surveys
- Lesson 3.2.2: Major Survey Methods
- Lesson 3.2.3: Questionnaire Examples
- Lesson 3.2.4: Customer Survey Guidelines
- Lesson 3.2.5: Types of Satisfaction Surveys
- Lesson 3.2.6: Basics of Sampling

**Chapter 3.3: Measuring Customer Satisfaction**
- Lesson 3.3.1: Attributes to Measure
- Lesson 3.3.2: Customer Satisfaction Index
- Lesson 3.3.3: 'RATER' in Depth
- Lesson 3.3.4: Service Quality (SERVQUAL) Gaps Model

### Module 4: Customer Complaints and Service Recovery

**Chapter 4.1: Handling Customer Complaints**
- Lesson 4.1.1: Facts and Their Implications
- Lesson 4.1.2: Symptom Versus Cause
- Lesson 4.1.3: Root Cause Analysis

**Chapter 4.2: Service Recovery Strategies**
- Lesson 4.2.1: Failures Do Happen
- Lesson 4.2.2: The Recovery Paradox
- Lesson 4.2.3: The Strategic Initiative
- Lesson 4.2.4: Tactical Activities
- Lesson 4.2.5: The ‘WOW!’ Factor

### Module 5: Service Level Agreements (SLAs)

**Chapter 5.1: Understanding SLAs**
- Lesson 5.1.1: SLA Definition
- Lesson 5.1.2: Characteristics of Effective SLAs
- Lesson 5.1.3: Key Elements of an SLA

**Chapter 5.2: Developing and Managing SLAs**
- Lesson 5.2.1: Steps in SLA Development
- Lesson 5.2.2: Quality Versus Cost
- Lesson 5.2.3: SLA Metrics

### Module 6: KPIs for Customer Service

**Chapter 6.1: Performance Monitoring Through KPIs**
- Lesson 6.1.1: Monitoring Performance Through Key Performance Indicators
- Lesson 6.1.2: The 4 Perspectives of the Balanced Scorecard
- Lesson 6.1.3: Impact of the Customer Perspective
- Lesson 6.1.4: Characteristics of Good KPIs
- Lesson 6.1.5: Building Customer Service KPIs

## Hands-On Lab Activities

**Data-Driven Customer Satisfaction Survey**
Design metric-based surveys using AI-driven analytics to assess customer sentiment and service effectiveness.

**Strategic SLA Development & Compliance**
Formulate SLAs with KPI-driven benchmarks, performance monitoring, and regulatory alignment strategies.

**Advanced Complaint Resolution Framework**
Develop escalation models, automated dispute resolution, and service recovery protocols for operational efficiency.

**Service Quality Optimisation Blueprint**
Implement feedback-driven performance metrics and process refinement strategies to enhance service excellence.

## Customer Service Management Course Outcomes and Career Opportunities
Edoxi’s Online Customer Service Management Course equips professionals with industry-specific competencies to excel in today’s dynamic service sector. Here are a few training outcomes that you can expect after completing our Customer Service Management Training;

- You will develop expertise in service strategy, customer experience optimisation, and performance management
- You will gain progression from frontline operations to leadership roles.
- You’ll gain proficiency in using CRM platforms and service analytics tools.
- You will unlock career opportunities in industries, including retail, hospitality, banking, and corporate services.
- You will gain confidence to lead and manage high-performing customer service teams.
- You will enhance your problem-solving and conflict resolution capabilities.

## Career Opportunities After the Customer Service Management Course
Customer Service Representative, Customer Support Associate, Call Center Agent, Customer Service Supervisor, Client Relations Specialist, Customer Care Coordinator, Customer Service Manager, Customer Experience Director, Head of Customer Support

## Customer Service Management Training Options

**Live Online Training**
- 20 Hour Online Customer Service Management Course
- Real-time virtual classroom with expert instructors
- Access to digital study materials and CRM platforms
- Interactive service simulations for practical learning
- Flexible scheduling for working professionals

**Corporate Training**
- Intensive 2–3-day customized training programs
- Tailored content aligned with business objectives
- On-site training available for teams and leadership
- Group size limited to 12 participants for engagement

## How To Get Customer Service Management Training Certified?
Here’s a four-step guide to becoming a certified Customer Service Management professional.

1. Enrol in Edoxi’s online Customer Service Management Training
2. Attend the training program led by our expert trainer
3. Complete the projects and case studies in our Training
4. Get a Course Completion Certification from Edoxi

## Why Choose Edoxi for Customer Service Management Training?
Here are a few reasons why you should choose Edoxi for Online Customer Service Training;


**Structured Competency-Based Training**
We offer a 20-hour curriculum integrating service frameworks, analytics, and experiential learning with expert-led instruction for 12 participants.

**Technology-Driven Practical Application**
You will receive hands-on training with CRM platforms, service intelligence tools, and real-world case simulations for industry readiness.

**Adaptive Learning & Scheduling Flexibility**
We offer classroom, live online, and corporate training with evening, weekend, and on-site options for working professionals.

**Established Industry Partnerships & Alumni Network**
Edoxi’s over 250 trained professionals are placed in top firms like Al Futtaim, MBC Group, Hyatt, and Accor.

**Expert Trainers with Real-World Experience**
Learn from certified trainers who bring years of hands-on customer service experience from leading global brands.

**Customer Service Management Certification**
Upon course completion, you will receive a recognised course completion certificate from Edoxi. This adds value to your resume.

## Frequently Asked Questions

**Q: What is the duration of the Online Customer Service Management course?**
A: The Customer Service Management course consists of 20 hours of training. Corporate groups can opt for an accelerated 2-3 day intensive format.

**Q: Do I need prior experience in customer service to enrol in Edoxi’s Customer Service Course?**
A: No experience is required to join Edoxi’s Customer Service Management Course. Our course accommodates both beginners and professionals with basic communication skills.

**Q: Which industries benefit from the Customer Service Management course?**
A: Our Customer Service course is ideal for professionals in retail, hospitality, banking, healthcare, telecom, and corporate sectors where service excellence is key.

**Q: What tools and technologies will I learn from the Customer Service Management course?**
A: Our Customer Service Management course covers CRM platforms, service analytics, KPI tracking tools, and customer feedback management systems.

**Q: How many students are in each batch of Edoxi’s Customer Service Management course?**
A: Edoxi’s Customer Service Management course accommodates 12 participants per session, providing personalised instruction and hands-on learning experiences.

## Trainer
- Name: Neena Raj
Neena Raj is an expert trainer with 24 years of experience in enhancing organizational performance through HR, soft skills, and productivity training. Her areas of expertise include organizational behavior and team dynamics, cross-cultural communication, performance management systems, and life coaching and development.

Neena has an MBA in Sales and Marketing from Loyola College, a Diploma in Psychological Counselling, and is currently pursuing a PhD in Psychology. She is also a Certified NLP Trainer and holds several other certifications, including Certified Human Resource Professional (CHRP), Certified Human Resource Manager (CHRM) and Total Quality Management Certification.

Her specialisations include public speaking, emotional intelligence training, Time Management, Leadership Skills and UAE labour law. Neena has delivered public speaking training for many of Dubai’s leading companies and government entities, including the Dubai Health Authority (DHA), Emirates Airlines, DP World and Dubai International Hotel.

## Enrol in This Course
- Course URL: https://www.edoxi.com/customer-service-management-course
- Phone: +971 43801666
- Email: info@edoxi.com