Description
Course Name: Diploma in Customer Service Management
Course Id: DCSM/Q1001.
Eligibility: Completion of 10+2 (higher Secondary) or equivalent.
Objective: A Diploma in Customer Service Management is a valuable qualification for individuals seeking to pursue or advance their careers in customer service and management. The program provides practical knowledge, essential skills, and a comprehensive understanding of how to create positive customer experiences, resolve issues, and manage customer service teams effectively.
Duration: 370 Hrs (Equivalent to One Year).
How You will Get Diploma Certificate:
Step 1- Select your Course for Certification.
Step 2- Click on Enroll Now.
Step 3- Proceed to Enroll Now.
Step 4- Fill Your Billing Details and Proceed to Pay.
Step 5- You Will be Redirected to Payment Gateway, Pay Course and Exam Fee by Following Options.
Card(Debit/Credit), Wallet, Paytm, Net banking, UPI and Google pay.
Step 6- After Payment You will get Study Material Login id and Password on your email id.
Step 7- After Completion of Course Study give Online Examination.
Step 8- After Online Examination you will get Diploma Certificate soft copy(Scan Copy) and Hard Copy(Original With Seal and Sign).
Step 9- After Certification you will receive Prospect Job Opportunities as per your Interest Area.
Online Examination Detail:
- Duration- 120 minutes.
- No. of Questions- 60. (Multiple Choice Questions).
- 10 Questions from each module, each carry 10 marks.
- Maximum Marks- 600, Passing Marks- 40%.
- There is no negative marking in this module.
| How Students will be Graded: | ||
| S.No. | Marks | Grade |
| 1 | 91-100 | O (Outstanding) |
| 2 | 81-90 | A+ (Excellent) |
| 3 | 71-80 | A (Very Good) |
| 4 | 61-70 | B (Good) |
| 5 | 51-60 | C (Average) |
| 6 | 41-50 | P (Pass) |
| 7 | 0-40 | F (Fail) |
Benefits of Certification:
- Government Authorized Assessment Agency Certification.
- Certificate Valid for Lifetime.
- Lifetime Verification of Certificate.
- Free Job Assistance as per your Interest Area.
Syllabus
Customer Behavior Psychology: Consumer behavior: the basics, applying consumer behavior to marketing strategy, recognizing need and desire: motivation and emotion, identifying target markets through segmentation, leading customers from attention to action, cultivating customer loyalty.
Corporate Communication: What is corporate communication, from communication to reputation, creating identity and identification, measuring corporate identity, communicating with the corporate brand, developing a reputation platform, expressing the company, communicating with key stakeholders, assessing the effectiveness of corporate communication, organizing corporate communication.
Principles of Management: Introduction, management functions, planning and forecasting, decision making, orientation and placement, remuneration of employees, direction and supervision, characteristics of an effective control system, planning and controlling.
Customer Relationship Management: Evaluation of customer relationship management, customer loyalty, CRM success factors and levels of services, CRM in marketing, CRM in marketing, supplier relationship management (SRM), CRM implementation.
Marketing Management: Introduction to marketing management, process of marketing management, scope of marketing, core concept of marketing, identification of market, market information system (MIS), consumer behavior, demand forecasting, product classification, branding strategy, packaging strategy, price methods and strategy.
Service Management: Introduction, service operation management, service concept, importance of services in the economy, performances of some major services, types of services, managing demand, supply and productivity.
Job Opportunities after completion of Diploma in Customer Service Management course:
After completing the Diploma in Customer Service Management, graduates can pursue careers in client relations, customer support, and service operations across various industries. The program enhances communication, problem-solving, and interpersonal skills.
Career Options After Diploma in Customer Service Management
1. Customer Service Executive
- Role: Address customer queries, resolve complaints, and ensure satisfaction.
- Salary Range: ₹2,00,000 – ₹3,50,000 per annum
2. Client Relationship Manager
- Role: Build and maintain relationships with clients to ensure loyalty.
- Salary Range: ₹3,50,000 – ₹6,00,000 per annum
3. Call Center Supervisor
- Role: Oversee call center agents, handle escalations, and maintain quality standards.
- Salary Range: ₹3,00,000 – ₹5,00,000 per annum
4. Technical Support Specialist
- Role: Provide technical assistance to customers for products/services.
- Salary Range: ₹3,00,000 – ₹5,50,000 per annum
5. Help Desk Coordinator
- Role: Manage customer inquiries via phone, email, or chat.
- Salary Range: ₹2,50,000 – ₹4,50,000 per annum
6. Customer Retention Specialist
- Role: Implement strategies to retain customers and reduce churn.
- Salary Range: ₹3,50,000 – ₹5,50,000 per annum
7. Front Office Executive
- Role: Assist clients and visitors, manage inquiries, and handle administrative tasks.
- Salary Range: ₹2,00,000 – ₹3,50,000 per annum
8. Sales Coordinator
- Role: Support sales teams by addressing customer concerns and coordinating tasks.
- Salary Range: ₹2,50,000 – ₹4,50,000 per annum
9. Customer Experience Manager
- Role: Enhance customer satisfaction by improving service processes and feedback systems.
- Salary Range: ₹5,00,000 – ₹8,00,000 per annum
Industries for Employment
- Retail and E-commerce
- Hospitality and Tourism
- Banking and Finance
- Telecommunications
- IT and Tech Support
- Healthcare
Salary Range
- Entry-level: ₹2,00,000 – ₹3,50,000 per annum
- Mid-level: ₹3,50,000 – ₹6,00,000 per annum
- Senior-level: ₹6,00,000 – ₹10,00,000 per annum
Conclusion
This diploma opens doors to diverse customer-centric roles. With experience and further skill development, professionals can grow into managerial positions, significantly boosting their earning potential.
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