Professional Credentials

Certificate in Customer Service Management (X104)


This is an introduction to the Global Certificate in Customer Service Management. Learn how to assess and evaluate the effectiveness of service operations, and plan for and implement service quality improvement. Learn how to manage the service team, develop cohesive workplace and customer relationships, develop excellent communication skills, and improve your personal effectiveness.


1. Foundations in Customer Service Management
2. Leading a Customer Service Team
3. Managing Complaints and Difficult Customers
4. Essential Call Center Skills
4. Managing Service Quality


• LEVEL: First-Line Managers and Service Professionals
• COURSES: 5 (see course details below)
• CREDITS: 10 (100 CPD hours)
• LEARNING: 100 Hours (each course takes approx. 20 hours to complete)
• DURATION: 3 Months
• CERTIFICATION: GMA Digital Credentials

This course is part of a bundle of 6 courses - click on 'Part of bundle' to view courses and enrol.
  • Certificate in Customer Service Management - Introduction
Completion rules
  • All units must be completed