Description
Certification Name: Certified Customer Service Manager
Global Occupational Skill Standard – GOSS ID: GOSS/M/CCSM/V1
Eligibility: Graduation or Equivalent or minimum 2 years of relevant experience (experience-based learners can directly enroll and certify).
Objective: The Certified Customer Service Manager course is designed to equip professionals with the knowledge and skills to lead and manage customer service operations effectively, ensuring high levels of customer satisfaction and loyalty. The program covers customer service strategies, team management, service quality standards, complaint resolution, CRM tools, performance monitoring, and process improvement.
Certification: Within 5 days after Completion of Online Assessment.
Get ready to join the Journey to become a GSDCI Certified Professional – International Certification and Assessment Body.
Steps to become a GSDCI Certified Professional:
Step 1: Select your certification you want to pursue.
Step 2: Click on get certified tab, new pop up window will open.
Step 3: Click on pay certification fee, you will be redirected to billing details page.
Step 4: Fill your details and click on pay certification fee, you will be redirected to payment gateway, pay fee by any available options like Card (Debit/Credit), Wallet, Paytm, Net banking, UPI and Google pay.
Step 5: You will get Login Credentials of Online E-Books and Online assessment link on your email id, within 48 hrs of payment.
Step 6: After completion of online assessment, you can download your Certificate Immediately.
Assessment Modules:
Module 1 (Foundations of Customer Service Management): Role & importance of customer service in business, Strategic value of customer service leadership, Difference between service quality and customer experience, Customer-centric culture and mindset, Service strategy alignment with organizational goals, Challenges and barriers in delivering excellent service
Module 2 (Understanding Customer Needs & Behavior): Customer expectations and satisfaction drivers, Customer segmentation & personas, Customer journey mapping, Active listening and empathy, Customer behavior psychology, Turning customer feedback into standards
Module 3 (Communication & Interpersonal Skills): Verbal and non-verbal communication techniques, Professional writing & response etiquette, De‑escalation of emotional or angry customers, Building trust & rapport, Cross-channel communication (phone, email, chat), Emotional intelligence in customer interactions
Module 4 (Team Leadership & Operational Management): Recruiting, training & onboarding service staff, Coaching and mentoring customer service teams, Performance management & KPIs for service teams, Motivation & retention of service personnel, Aligning team goals with service strategy, Workforce planning & scheduling
Module 5 (Complaint Handling & Service Recovery): Identifying root causes of customer complaints, Frameworks for complaint resolution, Escalation protocols and escalation management, Service recovery strategies, Turning complaints into loyalty opportunities, Documentation & follow-up on service failures
Module 6 (Measurement, Technology & Continuous Improvement): Service metrics & dashboards (CSAT, NPS, response time), Benchmarking & performance analysis, Using CRM and other customer‑service tools, Automation, chatbots & self‑service, Continuous improvement (feedback loops, process redesign), Building a culture of service excellence
GSDCI Online Assessment Detail:
- Duration- 60 minutes.
- Number of Questions- 30.
- Number of Questions from each module: 5.
- Language: English.
- Exam Type: Multiple Choice Questions.
- Maximum Marks- 100, Passing Marks- 50%.
- There is no negative marking in any module.
| Marking System: | |||
| S.No. | No. of Questions | Marks Each Question | Total Marks |
| 1 | 10 | 5 | 50 |
| 2 | 5 | 4 | 20 |
| 3 | 5 | 3 | 15 |
| 4 | 5 | 2 | 10 |
| 5 | 5 | 1 | 5 |
| 30 | 100 | ||
| How Students will be Graded: | |||
| S.No. | Marks | Grade | |
| 1 | 91-100 | O (Outstanding) | |
| 2 | 81-90 | A+ (Excellent) | |
| 3 | 71-80 | A (Very Good) | |
| 4 | 61-70 | B (Good) | |
| 5 | 50-60 | P (Pass) | |
| 6 | 0-49 | F (Fail) | |
Benefits of Certification:
🌍 1. Global Recognition & Credibility – Stand out worldwide with a certification that opens doors across borders. Trusted by employers, respected by institutions, and recognized in over 100 countries.
📜 2. Quality Assurance through ISO Certification – Certified to global ISO standards, our programs deliver excellence, consistency, and a benchmarked learning experience that speaks for itself.
💼 3. Career Advancement & Employability – Enhances your resume and increases chances of promotions or job offers.
🤝 4. Non-Profit Trust Factor – Certifications from non-profit organizations are mission-driven rather than profit-driven.
📚 5. Access to Verified Learning & Resources – Often includes e-books, mock tests, and online support without hidden costs.
🔍 6. Transparency & Online Verification – Certifications come with a unique Enrolment ID for easy online verification by employers and institutions.
⏳ 7. Lifetime or Long-Term Validity – Certifications usually have lifetime validity or long-term recognition, reducing the need for frequent renewals.
