Overview:

The Diploma in Customer Services Management (DCSM) is a comprehensive one-year program designed to equip learners with the essential skills and knowledge required to excel in today’s dynamic customer service environment. Offered by the National Council of Training Academy at an affordable fee of  INR(₹) 12000.00/ USD ($) 285, this course is ideal for individuals aspiring to build a successful career in client service management.

The curriculum emphasizes practical training in client service management strategies, effective communication techniques, and relationship-building practices. Learners will gain hands-on experience with CRM databases, enabling them to track customer interactions, manage service workflows, and analyze customer data to improve overall service delivery.

A key component of the program is learning how to gather and utilize customer feedback to enhance client satisfaction and drive continuous improvement in service processes. By the end of the course, students will be proficient in handling customer concerns, managing service teams, and implementing systems that foster customer loyalty.

Course Curriculum:

The Diploma in Customer Services Management offers a structured and industry-relevant curriculum that equips learners with the practical skills and theoretical knowledge required to succeed in today’s customer-centric business environment. Designed to blend core concepts of client service management with modern tools and real-world applications, the course prepares students for roles in customer support, service operations, CRM management, and more. Below is the detailed curriculum:

1. Fundamentals of Customer Service:
   1. Introduction to Customer Service
   2. Role and Importance of Customer Service in Business
   3. Key Concepts: Customer Expectations, Satisfaction & Loyalty
   4. Service Excellence and Ethics in Customer Handling
       
2. Communication Skills:
   1. Professional Telephone Etiquette
   2. Verbal and Non-verbal Communication
   3. Listening Skills and Empathy
   4. Handling Difficult Conversations
       
3. Customer Relationship Management (CRM):
   1. Customer Lifecycle and Relationship Stages
   2. CRM Database Management
   3. Using CRM for Tracking and Reporting
   4. CRM Strategies to Enhance Customer Retention
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4. Customer Service Operations:
   1. Service Delivery Processes and Quality Standards
   2. Escalation Management and Complaint Resolution
   3. Contact Center and Front Desk Operations
   4. Performance Metrics and KPIs in Service
   5. Service Recovery and Follow-up
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5. Sales and Marketing Basics:
   1. Basic Marketing Concepts
   2. Upselling and Cross-selling Techniques
   3. Understanding Buyer Behavior
   4. Promoting Loyalty Programs
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6. Business Communication:
   1. Email and Chat Communication
   2. Writing Customer Service Scripts
   3. Internal Communication and Collaboration
   4. Digital Etiquette and Tone
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7. Customer Service Technology:
   1. Overview of Technology in Customer Service
   2. Use of AI and Chatbots
   3. Social Media as a Service Channel
   4. Helpdesk and Ticketing Systems
   5. Mobile Apps and Self-service Portals
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8. Problem-Solving and Decision Making:
   1. Identifying Customer Needs and Issues
   2. Critical Thinking in Customer Scenarios
   3. Root Cause Analysis
   4. Making Service-Oriented Decisions
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9. Practical:
   1. Case Studies
   2. CRM Software Simulation
   3. Real-world Customer Service Scenarios
   4. Customer Feedback Analysis Project
       

Learning Outcomes:

Upon successful completion of the Diploma in Customer Services Management, learners will be able to:

1. Understand the fundamental principles of customer service across industries.
2. Communicate effectively with customers using verbal, non-verbal, and written skills.
3. Operate CRM databases to manage and analyze customer interactions.
4. Build and maintain strong, long-term customer relationships.
5. Handle complaints and resolve customer issues professionally.
6. Support sales and marketing through service-focused strategies.
7. Use customer service technologies like helpdesk tools and chatbots.
    

Career Opportunities:

Graduates of the DCSM course can pursue a wide range of roles in both domestic and international service-oriented industries, such as:

1. Customer Service Executive
2. Client Relationship Manager
3. CRM Executive / CRM Coordinator
4. Call Center Representative / BPO Executive
5. Customer Support Associate
6. Helpdesk Coordinator
7. Sales Support Executive
8. Service Desk Analyst
    

Salary Expectations:

After completing the DCSM course, graduates can expect starting salaries of ₹12,000–₹25,000 per month in India and $300–$600 internationally. With experience, earnings can rise significantly, especially in CRM or managerial roles.