executive diploma in customer relationship management

Executive Diploma in Customer Relationship Management

Professional Skills Certificate in Customer Relationship Management

This qualification aims to provide the tools needed for effective customer relations. It teaches learners to personalise customer relations to each individual; to plan and organise actions and recommendations; to develop their communication skills and loyalty-promotion techniques; and to handle customer complaints. The course adopts a general approach to customer relations and is ideal for staff at companies wishing to improve their practices and boost their growth.

executive diploma in customer relationship management

Benefits of the course

  • This qualification enables internal and external career growth, helping professionals expand their skills and access new job roles and responsibilities.

  • By developing their organisational and behavioural skills and the ability to use administrative, planning, communications, loyalty-promotion and complaints management tools and techniques, learners acquire hands-on knowledge that will improve their career prospects.

  • In having their staff complete this course, businesses will ensure they provide optimal customer services.

Target Audience

  • Customer Services Manager

  • Customer Relations Manager

  • Client Services Manager

  • Online Customer Manager

  • Customer Centre Manager

  • Client Manager

  • Customer Loyalty Manager

  • Customer Relationship Manager

  • Head of Client Management

Mode of learning

  • Distance learning – Online (Through our learning management system)

  • On campus – Week days

  • Geneva summer campus

Duration

  • Online : 1 – 3 months

  • On campus : 2 days per week for 3 months

  • Geneva summer campus : 2 weeks (July/August)

Fee

  • Distance learning – CHF’ 750

  • On campus – CHF’1500

  • Geneva summer campus – CHF’ 2000

Fee can be paid in three instalments. Partial scholarships available for this course. Please contact admission department.

Award

Dual Award

All the successful candidates will receive the following awards subject to completing the course and fulfilling FEDE & GSBE requirements.

FEDE Award – The Professional Skills Certificate in Customer Relations Management The Professional Skills Certificate in Customer Relationship Management is awarded by the European Examinations Centre of the Federation for Education in Europe. It certifies that the holder has acquired the knowledge, abilities and skills described in the present course guidelines.

Official FEDE Professional Skills Certificate; registered in the Répertoire Spécifique des certifications et habilitations by official decree n° 3425 (26.03.2018) Qualification registered in the national list of courses eligible for the CPF (LNI). CPF Code: 235541.

GSBE Award – Executive Diploma in Customer Relationship Management

Course Structure

Module 1 Optimising Customer Relations: Organisation

Module 2 Developing Effective Communications for Quality Customer Relations

Module 3 Customer Complaints Management

Diploma in Customer Relationship Management

 

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MODULE 1 OPTIMISING CUSTOMER RELATIONS: ORGANISATION – Diploma in Customer Relationship Management

A. Goals

This module teaches learners to understand and effectively organise and manage a business’s customer relations.

B. Learning outcomes

On completing the course, learners can:

– understand a business’s customer relations strategy, bearing in mind its context, customer culture, recent developments and specific features, in order to fix and achieve appropriate goals;

– determine the position of a business and brand in their competitive environment so as to analyse customers’ product and brand expectations;

– identify the profile of customers and the channels they use so as to understand – and adapt to – their motivations;

– collect and analyse customer data in order to identify, anticipate and surpass expectations; – analyse and work with multichannel customer journeys to improve customer experience;

– use customer data to design an action schedule to meet a business’s goals;

– fix performance indicators for customer services in order to measure and follow up customer satisfaction and make adjustments where necessary;

– develop and provide concrete, personalised and creative solutions to improve customer experience

MODULE 2 – 

DEVELOPING EFFECTIVE COMMUNICATION FOR QUALITY CUSTOMER RELATIONS  – Diploma in Customer Relationship Management

A. Goals

This module develops learners’ speaking skills so as to boost their ability to communicate well and optimise quality customer relations and service.

B. Learning outcomes

On completing the course, learners can:

– build a personalised relationship with customers so as to ensure friendly exchanges and trust;

– adapt their communication style and attitude to each customer by using appropriate verbal and non-verbal communication techniques to facilitate exchanges;

– use a range of listening, question-posing and reformulation techniques to understand customers’ needs and build their loyalty;

– convey a positive image of a business by advertising the advantages of its products and services;

– use appropriate tools to boost customer loyalty and satisfaction so as to develop a partner-to-partner relationship;

– develop multichannel (digital or non-digital) communications so as to maintain strong ties with customers and improve their experience.

Diploma in Customer Relationship Management