Chartered Institute of Customer Relationship Management

Customer Focused Leadership Development Programme

Customer Focused Leadership Development Programme

Customer Focused Executive Development Programme

Consumer Protection

Enhance Your Customer Service Skills

Customer Service in Health Service Organisations

#COVID19

Lets protect our customers, serve them with speed to avoid overcrowding.

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Customer - Sensitive Professionals

Did You Know?

A rate payer is a customer.

In light of the squabbles in our local authorities, are we as rate-payers treated with respect that a paying customer deserves?

#TuesdayThoughts

Customer experience is critical for the success of any business.

Instead of focusing on the competitor, focus on the customer -Scott Cook-

Become A Consumer Protection Officer

Chartered Institute of Customer Relationship Management's cover photo

Chartered Institute of Customer Relationship Management's cover photo

Fruits of Hard Work

Improving the Quality of Service in the Healthcare Sector

Customer Engagement Skills for everyone

Customer Management Programmes

Pick An Appropriate Customer Qualification

Promoting Quality Healthcare Service

WATCH: Heartbroken Doctor Breaks Down In Tears Over Lack of Essentials For Treating Babies - iHarare News

Customer Service Champion

iharare.com A paediatrician, Dr A Mashumba, at Parirenyatwa Group of Hospitals broke down in tears before Health Minister Obadiah Moyo. The paedictrician was not weeping over the poor remuneration but rather over the lack of basics needed to look after babies that are admitted at Parirenyatwa Group of Hospitals...

Customer Engagement Skills Development Programme

Want to Become a Qualified Customer Strategist

Winning Organisations Recruit the Right Candidates For Their Customer Service Jobs

Customer Service Skills For Every Business

-Certificate of Customer Service
-Diploma In Customer Relationship Management
-Diploma In Call Center Management
-Executive Diploma In Customer Relationship Management
-Advanced Diploma In Customer Relationship Management
-Post Graduate Diploma In Customer Relationship Management

-Post Graduate Diploma In Quality Assurance

Certificate In Customer Service

This is the foundation and basic course in entering the field of customer service. To qualify, one must have the ability to read and write. The course is designed for anyone who wants to have the basic knowledge of customer service. It can be used as an entry point to the field of customer service for the formal sector or taken by people in the informal sector to sharpen their customer service skills.
To get a Certificate one must successfully complete all the eight modules. It is generally expected that one completes the course within eight months. Graduates of Certificate of Customer Service can be employed in all customer inter-facing jobs, pursue further studies in customer service or get into self-employment.

Training is essential to keep agents up to date with the latest techniques ideas and goals. Register for the DIPLOMA IN CALL CENTRE MANAGEMENT with the Chartered Institute of Customer Relationship Management and become a call center expect.

Call center mistakes that drive your customers away

-Putting a caller on hold for a long time.
-Passing callers from one agent to another.
-Lengthy call queues.
-Asking customers to visit your website instead.
-Raising your voice to match the customer.
-Lying to customers.
-Uncomfortable noises heard by the customer. If you are to sigh or burp cover the microphone.

“According to the 2014 American Express Customer Service Barometer, 99 percent of consumers surveyed said that getting a satisfactory answer or being connected to someone knowledgeable (98 percent) are the important prerequisites to great customer experiences.

Agents must be armed with the knowledge to address customer concerns. This is why it is imperative for all agents and aspiring agents to enroll for a DIPLOMA IN CALL CENTER MANAGEMENT. An 18 months long course offered by the Chartered Institute Of Customer Relationship Management. For more information visit www.cicrmedu.com

Customer Service In The Call Center

-Agents must be empathetic because customers normally contact call centers to either resolve an issue or to complete a task which are not enjoyable experiences.
-Continuous process improvement is crucial for providing consistent and exceptional customer service.
-It is not enough for an agent to just apologise, their main goal should be to solve the problem and also to find and flag the root cause.
-Customers should never get the impression that an agent wants to move on to the next call as soon as possible whether he/she has resolved the customer's concern or not.
-Never assume customers are loyal always continue to work to earn it.
-Agents should have quick access to customer data on the other end of the phone for example order history, current order status and recent interactions with the customer.
-Agent must figure out beforehand what could be in the minds of the customers for example prepare a list of frequently asked questions.

Diploma In Call Centre Management

This is your passport to the world of call centres. Today’s world is characterized by millions of call centers, hence the demand for call centre experts is exceptionally high. The Diploma in Call Centre Management is designed for anyone who has successfully completed high school and want a career in customer service and in particular the call centre.

To get the Diploma, you must pass all the 15 modules. Graduates of Call Centre Management get employment as call centre agents, supervisors, managers or directors. In general, they can also be employed in other customer service related areas. Alternatively, they can advance to the Advanced Diploma In Customer Service.

In addition to the front-line employees that work with customers, the call center offers many other jobs in both management and technical areas. Examples of employment opportunities include:

-Supervisor or team leader
-Training development and delivery
-Workforce scheduling
-Quality monitoring or quality assurance
-Business analysts (reporting and financial)
-Process specialists
-Human resources
-Information technology
-Facility design and maintenance

All of these areas are needed for the call center to work effectively and efficiently, and offer a strong and diverse career path for customer service representatives working in the call center

A call center is a place where calls are either made or received in high volume by 100s of Call Center agents sitting together in a large group.

The major PURPOSES are:-
1. Sales
2. Marketing
3. Telemarketing
4. Customer Service
5. Technical Support
6. Specialized Business Activity