Customer Relations Management: Certificate Course Breakdown

Customer Relations Management: Certificate Course Breakdown

Customer Relations Management mainly focuses on managing the interactions and relationships between an organisation and its customers. Start your course today!
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What you need to know

Entrance Requirements

Don’t have matric? No problem. The only requirement is the ability to read and write English.

Accreditation

This is a provider course specifically designed for you to further your skills and knowledge on Customer relationship management.

Assessment Structure

No exams A few assignments that will form part of your Portfolio of Evidence and a subject test. Upon successful completion of the assignments you will receive your qualification. You can redo your assignments if you failed at no additional charge.

Subject Outcomes

Want to know what subjects are covered in our Customer Relations Management Certificate Course? The subject has been carefully selected to ensure you have all the skills and knowledge to build your career as a Customer Relations Manager.

Subject Description
Communication
  • Develop an understanding of verbal communication, including the ability to distinguish and apply direct and indirect communication styles effectively.
  • Master non-verbal communication by interpreting body language, cultural nuances, and visual semiology to enhance message clarity.
  • Acquire skills in business correspondence, including writing professional letters, structured reports, and accurate meeting minutes.
  • Gain confidence in oral interface by mastering telephonic techniques, delivering impactful presentations, and participating effectively in group discussions.
  • Communicate with clarity, precision, and professionalism across various personal and professional contexts.
Excellence in service
  • Deliver outstanding service by identifying customer expectations and consistently aiming to exceed them in every interaction.
  • Apply service recovery techniques to transform negative experiences into opportunities for loyalty and trust-building.
  • Collaborate effectively in team-based service environments, recognising how behaviour, attitude, and communication impact group performance.
  • Promote continuous improvement by using feedback, setting measurable goals, and identifying areas for service enhancement.
  • Develop personal growth strategies to improve service delivery, including goal setting, self-assessment, and time management skills.
  • Demonstrate leadership in customer service contexts, inspiring others, maintaining professionalism, and contributing to a culture of excellence.
Creating Customer Loyalty
  • Develop skills to build successful customer relationships, including strategies for handling difficult customers and preventing burnout within teams.
  • Understand the foundation of customer satisfaction, including identifying customer needs, setting service standards, and managing expectations.
  • Master problem-solving techniques to address customer complaints, uncover hidden expectations, and take effective action.
  • Apply feedback tools and motivational strategies to improve customer service using both customer and employee feedback.
  • Enhance customer engagement through loyalty programs, communication strategies, technology integration (e.g., CRM systems), and data-driven decision-making.
  • Lead customer service teams by applying principles of leadership, making informed decisions, and measuring effectiveness in customer satisfaction initiatives.
Public Relations
  • Understand the fundamentals of public relations.
  • Develop skills as a public relations practitioner.
  • Apply the public relations process.
  • Enhance internal communication.
  • Master social skills and business protocol.
  • Manage media relations effectively.
  • Build strong media and stakeholder relationships.
  • Understand corporate culture and identity.

Study Upgrade

This course brings you one step closer to being a Customer Retail Manager. If you want to upgrade your skills consider doing the Customer Relations Management: Comprehensive Course