Customer service managers lead their teams in problem solving, troubleshooting customer issues, and providing exceptional customer service.


Why should one take Customer Care Manager Certification?

This Course is intended for professionals and graduates wanting to excel in their chosen areas. It is also well suited for those who are already working and would like to take certification for further career progression.

Earning Vskills Customer Care Manager Certification can help candidate differentiate in today's competitive job market, broaden their employment opportunities by displaying their advanced skills, and result in higher earning potential.

Who will benefit from taking Customer Care Manager Certification?

Job seekers looking to find employment in web development, or IT departments of various companies, students generally wanting to improve their skill set and make their CV stronger and existing employees looking for a better role can prove their employers the value of their skills through this certification. 


Apply for Customer Care Manager Certification

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TABLE OF CONTENT


Customer Expectations

  • What is customer expectations
  • Why customer expectations
  • Types of Expectations
  • Expectations Model
  • Managing Expectations
  • Customer Latest Expectations
  • Getting Customer Feedback
  • Handling Customer Expectations

Customer Needs

  • Consumer Need
  • Understanding Customer Needs
  • Hulls Drives Reduction Theory
  • Maslow’s Hierarchy of Needs
  • McClelland’s Three Needs Theory
  • Consumer Motivation Concept
  • Values
  • Means - End Chain Model

Customers Listening and Tools

  • Customer Complaints
  • Complaint Barriers
  • Customer Journey Mapping (CJM)
  • Voice Of the Customer
  • Benchmarking
  • Business Performance Measures

Customer Focus

  • What is Customer Focus
  • Customer Focus Elements
  • Customer Focus Levels

Customer Focused Interaction

  • Social Media
  • Applying Knowledge Management
  • Using Mobile Technology
  • Customer Focused Employees

Team Management

  • Team Building
  • Team Communication
  • Team Socializing
  • Team Culture
  • Team Values and Ethics
  • Accountability
  • Delegation
  • Managing Diversity
  • Team Performance Management

Organisation Culture

  • Overview of Organization Culture
  • Characteristics of Organization Culture
  • Functions of Organisation Culture
  • Liability of Organisation Culture
  • Organisational Socialisation
  • Mentorship

Individual Behaviour

  • Integrated Human Behaviour Model
  • Factors Influencing Individual Behaviour
  • Self Concept & Self Esteem
  • Emotional Intelligence

Motivating Team Members

  • What is Motivation
  • Theories of Motivation
  • Key Strategies of Motivation
  • How to Boost Motivation
  • Motivational Drives

Conflict and Negotiation Management

  • Overview of Conflict
  • Types of Conflict
  • Causes of Conflict
  • Conflict Management Technique
  • Negotiation and Conflict
  • Negotiation Basics
  • Preparing for the Negotiation Process
  • The Seven Basic Steps in Negotiation
  • Best Alternative to a Negotiated Agreement (BATNA)
  • Tactics for Negotiation Process
“Exam scheduling to be done through user account” / “Exam once scheduled cannot be cancelled”
Date of Examination
07-Mar-2020
08-Mar-2020
21-Mar-2020
22-Mar-2020
04-Apr-2020
05-Apr-2020
18-Apr-2020
19-Apr-2020
02-May-2020
03-May-2020
16-May-2020
17-May-2020
06-Jun-2020
07-Jun-2020
20-Jun-2020
21-Jun-2020
04-Jul-2020
05-Jul-2020
18-Jul-2020
19-Jul-2020
Examination Time
01:00 PM - 02:00 PM
02:30 PM - 03:30 PM
04:00 PM - 05:00 PM
05:30 PM - 06:30 PM
10:00 AM - 11:00 AM
11:30 AM - 12:30 PM

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Tags: Customer Care Manager certification, Customer Care Manager course, Customer Care Manager certificate, customer care, Customer Expectations, Customer Needs, Customers Listening, Customer Focus, Team Management, Organisation Culture, Individual Behaviour, Motivating Team Members, Conflict and Negotiation Management