Certificate Programme in Customer Service Management (CPCSM) from IIM Rohtak

Overview
Customer interaction has assumed a far greater role in digitally connected world. The volume of customer interactions for a modern organization has risen to an unprecedented number. It is now critical for a firm to streamline the way customer interactions are carried out and train the personnel in effective customer service to derive maximum customer lifetime value.
This pioneering program from one of leading B-Schools in India; IIM Rohtak, provides unique opportunity to firms as well as executives and job seekers. The program caters to very specific function and aims to allay the challenges customer facing executives face.

Objective
  • Premium certification from one of the leading B-Schools in India
  • Teaching through real life scenarios and case studies
  • Prepare participants for increasingly demanding customer service landscape
Programme Modules

 Module Topics
CSM OverviewUnderstanding CSM
Impact, Customer Lifetime value
Managing customersPortfolio
CLV management
Customer profitability
Loyalty programs
Customer lifecycleAcquisition
B2C customersRetention
Customer SatisfactionConcepts and metrics
Building trust
CommunicationManaging Interactions
Managing Grievance/complaint 
Pricing fundamentalsPrice, Costing, Margins
Leveraging Customer relationshipsDelighting customers
Organisation Behavior/ HRTeam building, Motivation

Eligibility
Graduate with minimum 50% marks and maximum 5 years of work experience.

Pedagogy
The teaching approach will be highly interactive taking advantage of the technological benefits. The pedagogy followed for the program will be judicious blend of lectures, real life case studies, quizzes, assignments etc. HGEIL to ensure uninterrupted technical support in conducting online classes, quizzes, etc.

Program Delivery
The sessions will be delivered on Hughes Global Education interactive learning platform.

Duration & Programme Schedule
One session in a week (Total 45 hours in 6 months)

Programme Directors
The programme is designed and directed by Dr. SK Pandey & Dr. Gopal Das

Programme Fee (INR)
  • Application Fee: 2,300/-
  • Program Fees: 32,000/-
  • Books and Study Materials: 1,500/-
  • Service Tax to be paid extra at applicable rates (currently @ 15%)
Installment Schedule (INR)
Installment I due on 25th June, 2016: 17,500 ( includes 1,500/- books charges)/- + S.T
Installment II due on 10th Aug 201616,000/- + S.T

Important Dates
Last date for receipt of Applications: 13th June, 2016
Declaration of the list of eligible candidates: 15th June, 2016
First Instalment of Fees (Last Date): 25th June, 2016
Orientation and briefing: 28th June, 2016