Certified Customer Service Manager™ CCSM


Interactive course, to develop team leaders and managers who need to manage customer service effectively and proactively, through their team. Service Management focuses on creating a customer-focused culture and how to engage, develop and manage a team of customer service professionals. This course will equip you with the skills needed to be an excellent customer service manager. It would teach you how to identify your customers and their unique needs, how to communicate in an assertive manner, how to solve customers’ problems and how to turn an unhappy customer to your biggest fan. It is an excellent Launchpad into a fulfilling career as a Customer Service Manager. It is guaranteed to be the most effective class with the use of manuals, workbooks and case studies. Customer Service Certification provides the foundation for quality customer service and focuses on building life-long customer relationships strategies.

For Whom

  • Fresh Graduates seeking to launch their careers in customer service
  • Working professionals who want to start a career in Customer Service
  • Business owners who want to deliver excellent Customer Service
  • Organizations who want to improve the competence of their Customer Service team

Quick Hits

  • Skilled Customer Service personnel are crucial to the success of any organization
  • There is no prerequisite to this course
  • The course is suitable for any discipline
  • This course can be used as a platform to a career in customer service

Features & Benefits


  • Work based assignments include a team review against course learning to develop appropriate service improvement plans for implementing within the organisation
  • Content based on latest customer service research and practice
  • Delivery is quality assured to national standards reviewed by the Institute
  • On-site training; flexible delivery times
  • Course delivery can be customised to meet your employers’ needs


  • Develops customer-focused behaviours, skills and competence based on best practice
  • Motivates individuals and teams to understand and exceed customers’ expectations
  • Independent recognition of individuals’ professionalism
  • Increased confidence and job satisfaction
  • Keeps organisations and individuals at the cutting edge of customer service professionalism
  • Helps build and develop consistent customer service culture across the organization.