Introduction

CCSM, (“Certified Customer Service Manager”), is a certification program designed by Saito University College (SUC) for service leadership & management skills focusing on customers and managing individuals who face customers or over the phone or any form of social media. This certificate program is dedicated to provide skills to leaders in customer service in any organization who are required to inspire service ambassadors, communicate & coach, design service blueprint and measuring service levels, solve issues, plan, delegate & make decision.

CCSM is designed to evaluate objectively professionals on their ability to learn and apply customer service knowledge, skill, and ability. If the professional wishes to obtain certification, he/she must demonstrate such knowledge, skill, and ability through successfully passing an 80 questions multiple choice styled certification examination. The practical customer service sessions are conducted and evaluated by instructor as attendees participate. The method of evaluation is determined by Instructor & Saito University College.

Learning Objectives

This course will help participants to understand and apply the powerful techniques learnt in managing a customer service unit or call centres or help desk and help resolve, improve the performance of the unit and overcome issues faced by sub-ordinates and customers in a professional manner.

Course Outline

Module 1: The Service Leader

• The Service Web – An Introduction to Service Leadership
• The Roles of Service Leaders in Creating a Service Culture
• Challenges to Leadership and Management

 Module 2: Blueprinting your Service

• Core Concepts of Service Design
• Developing the Service Blueprint
• The RATER Model
• Crafting Service Levels and Service Levels Agreement

 Module 3: Developing Service Ambassadors

• Understanding Your Team
• Motivating Your Team
• NLP Techniques for Quick Rapport Building

Module 4: Coaching Skills for Service Leaders

• Precision Communication with NLP Meta Modeling
• The Paradigms of Human Interaction
• The Test of Relationship
• When the Going Gets Tough

Module 5: Execution Skills for Service Leaders

• The Service Mindset
• The Manager Toolkit – Planning, Delegation, Control
• Being a Transition Figure with NLP Reframing

Class Schedule 

The training session is generally taught in Modules. The purpose of the program is to introduce the participants the concepts of customer excellence as they apply to any organization and their customers.  This incorporates an understanding of the principles of customer service, management, leadership, planning, delegation, problem solving and problem solving so as to ensure the unit performs effectively and efficiently, customers are happy with the service and there is business growth.

Candidates in this certification program are expected to be highly motivated, disciplined, self-starters.

The unique delivery modality allows this program to be offered on-site at any company or governmental agency that wishes to bring the program directly to its employees.  These delivery modes can increase student and company convenience by reducing travel time, missed work hours and incidental costs that normally accrue to students.

Examinations

Completion of the certification program requires completion of a multiple choice examination. The examination is prepared by a Board of Examiners consisting of a range of Certified, Sustaining, and Educator Members within the three above Institutes/Societies.

The examination locations are determined by the individual candidates and their proctors. A proctor may be an individual who is currently an active Certified Member, or a manager, supervisor, teacher, professor, or anyone of such standing. Each proctor is determined on a case-by-case basis. SUC wishes to make it possible for every qualified candidate to complete the certification program in a convenient and timely manner.

Professional Designations

Successful candidates are granted the designation of CCSM.  The designation CCSM may be used just as similar recognitions are employed in accounting, insurance, medicine, law, and other professions.  Either the full expression or the initials may be used after the individual’s name on business cards, stationery, etc.

Time Limitation

The Board of Examiners realizes that many applicants are employed on a full-time basis and, as such, are limited in the amount of time available to prepare for the examinations. Without some guiding time requirement, however, candidates tend to lose the concept of the examination program and the material covered. Therefore, the Board of Examiners has established a five year maximum time limit for acceptance of completed requirements for the level. The 3 year time period begins after the successful completion of the first examination. The time limitation may not be waived without the approval of the Board of Examiners.

Pre-Requisites

Participant must have either requirements:

• Masters in any discipline (at least 1-3 year of working experience)
• Degree in any discipline (at least 4-5 years of working experience)
• Diploma or certificate in any discipline (5-7 years of working experience)

If you are certified by any recognized institute or body in the following field can have exemption from the above requirements :

• Certified Customer Service Professional