Customer Service Training_Managing Customer Service

Customer Service Training_Managing Customer Service (CSTM) is offered as a CERTIFICATE course examined by FINSTOCK EVARSITY COLLEGE. A certificate of completion is issues upon completion of this course. For more information about this course, use the tabs below to navigate.

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Entry Requirements

Duration: 1 Months

Delivery Method: Online

Fee Structure

Full Course Fees
Registration Fee KES 1,000.00 ($ 10.00)
Certification Fee KES 0.00 ($ 0.00)
Administration Fee KES 0.00 ($ 0.00)
Internal Exam Fee KES 0.00 ($ 0.00)
External Exam Fee KES 0.00 ($ 0.00)
Examining Body Membership Fee * KES 0.00 ($ 0.00)
Tuition Fee KES 5,000.00 ($ 50.00)
Fees Totals KES 6,000.00 ($ 60.00)
* Examining Body Membership Fee may be payable through us or directly to the Examining Body

All Fees are payable in lumpusm or in installments, for details see below.
Breakdown per semester,

Trimester Total Per Trimester
Trimester 1KES 6,000.00 ($ 60.00)
TotalKES 6,000.00 ($ 60.00)

NB: Fees are payable in 3 installments as detailed below:

The trimester fees of KES 6,000.00 ($ 60.00) is payable in 3 installments of KES 2,000.00 ($ 20.00)

Course Requirements

All Fees are payable in installements, for details check FAQs

Practical Requirements (where applicable)

For courses that require practicals, a separate fee is chargable (not included in fee structure above) as follows:

  • Short courses - KES 5,000
  • Certificate courses - KES 7,500
  • Diploma courses - KES 10,000

Course Units/Overview

Specific learning objectives include:

  • Identify ways to establish links between excellence in customer service and their business practices and policies;
  • Develop the skills and practices that are essential elements of a customer service focused manager;
  • Recognize what employees are looking for to be truly engaged;
  • Recognize who the customers are and what they are looking for;
  • Develop strategies for creating engaged employees and satisfied customers in whatever business units you manage.

Unit IDUnit Name
CSTM001Customer Service Training Managing Customer Service 1

Course Description

Customer Service Training Managing Customer Service (CSTM)

Customer Service Training Managing Customer Service is a comprehensive online short-term course offered by Finstock Evarsity College. Customer Service Training Managing Customer Service course duration is one month. The examining body is Finstock Evarsity College. A certificate of completion is issued upon completion of the course.

What to Learn in the Customer Service Training Managing Customer Service Course

  1. Customer Service Training Managing Customer Service course provides you with an opportunity to explore your responsibilities within your role as a customer service agent. It will focus on the various skills and techniques, personal experience and varied experiences related to Managing Customer Service.
  2. The course is designed for those with no prior training are new and those moving on to a new career in Customer Service, who are interested in building their skills in Customer Service.
  3. You will learn and appreciate the need for leading, promoting and enhancing a customer-focused culture within an organization.
  4. Through hand-on practice and exercises, this courseware will cover valuable topics, such as principles of delivering world-class customer service, developing effective communication and interpersonal skills, principles of superior customer service and organizational procedures, importance of customer feedback and service recovery, setting SMART goals and leading the way to customer satisfaction and continuous improvement.
  5. After taking this course, you will be confident and empowered with knowledge, skills and abilities to appreciate and apply current information and best practices in the field, explore career opportunities in the customer service field, develop a customer-focused mind set for continuous improvement and measure, and maintain customer service standards.

Entry Requirement to Study for Customer Service Training Managing Customer Service

To enroll and study the Customer Service Training Managing Customer Service Training Course, a student should have a minimum of D Minus (D-) in their KCSE exams.

Mode of Delivery

The mode of delivery is Online Learning which means that one can study from home and/or the office. Our Program employs a variety of self-instructional electronic and online self-study materials, such as; written self-instructional study modules, online interactive devices, and self-tests, cloud-based content, videos of lectures mediated technical learning materials e.g., audio-visual and e-learning materials

 

 Who Can Study the Customer Service Training Managing Customer Service course ?

  1. Students and Educators
  2. Customer service agents, Procurement staff and Supervisors
  1. Operational staff
  2. Sales staff
  3. Skilled traders

 

Why Study Customer Service Training Managing Customer Service at Finstock Evarsity College?  

  1. To maximize take-home value from your investment, the course will draw on the skills and experience of seasoned professionals who have vast real-world experience and are experts in delivering online and instructor-led training programs.
  2. The course teaching mode is done in a more simplified, engaging, personalized and professional ways using simple English to ensure maximum understanding, comprehension and retention of information presented. Moreover, the course is developed after extensive research and is aligned to global best practices customer service globally and benchmarks.
  1. The course will have many practical sessions that will give you an opportunity to practice and experience course-related practical and fun activities. These practical sessions will be supplemented by short lectures and a very comprehensive set of notes in order to understand every concept and part of this course.
  2. The course is filled with examples, projects, case studies, real-life problems, step-by-step instructions and online discussions in this area, course projects and images files as well as feedback to facilitate learning. Because of this, this training will prove invaluable for experienced learners or beginners who have had no prior formal training in customer service.
  3. By the end of the course, you will be able to: 
  • Identify ways to establish links between excellence in customer service and their business practices and policies.
  • Develop the skills and practices that are essential to a customer-service-focused manager.
  • Recognize what employees are looking for to be truly engaged
  • Recognize who the customers are and what they are looking for
  • Develop overall strategies for creating engaged employee and satisfied in customers and organization, including understanding internal and external customer expectations, giving and receiving constructive feedback and setting SMART goals to increase productivity.
  • Apply effectively active listening, questioning skills, persuasive skills, telephone skills, negotiation skills, communication skills, conflict resolution skills, and stress management techniques.
  • Manage your emotions during stressful situations. As well as, appreciate the importance of teamwork and maintaining a positive attitude and customer confidentiality.
  • Demonstrate confidence and skill as a problem solver.
  • Apply various techniques to deal with difficult customers.
  • Make choices that provide superior customer service.
  • Identify key components that promote customer retention and loyalty.
  • Have outstanding interactive, organisation and multi-tasking skills, and a broad understanding of customer service business.
  1. Upon completion, Customer Service Training Managing Customer Service certification will prove that you have a valuable, career advancement skill in Customer Service field for both entry-level and established professional level in the public sector, voluntary sector, corporate sector and private sector.

To gain these skills, apply for the Customer Service Training Managing Customer Service Training Course. Get your journey started by enrolling at Finstock Evarsity College and learning more. To register for Customer Service Training Managing Customer Service training, click on this link: https://finstockevarsity.com/cmis/portal/register/cstm/

 

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Course Instructor(s)

EDITH WATHIRA KAMAU EDITH WATHIRA KAMAU
JANE MUTURI JANE MUTURI

Examining Body

FINSTOCK EVARSITY COLLEGE

FAQs

Q1. How many intakes are there?

There are three intakes in a year as follows:

Cohort

Name

Term Period

Months

Registration Window

January Intake

Trimester 1

Jan 1 — Apr 30

4

Anytime

May Intake

Trimester 2

May 1 — Aug 31

4

Anytime

September Intake

Trimester 3

Sep 1 — Dec 31

4

Anytime

Q2. In how many installments can I pay the fees?

Payments can be done in 3 installments as specified in the fee structure.

Q3. When can I sit for the exams?

  1. Internal exams are activated for students individually.
  2. External exams (where applicable) are booked one month after you complete the course.

Refer to the external examining body for more details and requirements before seating for their exams.

Q4: Is this college accredited/approved?

Yes. The college is approved under the ministry of education, through TVETA, and also through National Industrial Training Authority (NITA).


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