The Certified Customer Service Manager (CCSM) certification is ideal for those who realized and fully understood that each and every one of us serves customers and will look at all types of customers and how we can serve them better and improve ourselves in the process.
AFMA Certification can be obtained either by Direct Application (for those with experience and/or qualifications in the area); or by undertaking an AFMA approved Training Program.
Direct Application: Those applying direct for the CCSM certification will need to demonstrate advanced knowledge and experience in (1) Who customers are and what customer service is all about; (2) To whom is their organization providing customer service (3) Understanding fully that Customer service is a series of activities designed to enhance the level of customer where any action taken is to ensure that a customer is pleased with the transaction on a long-term basis (4) Knows and understand the value of return business (5) Ability to manage by providing excellent customer service online (6) Dealing with difficult customers
Training: For those wishing to undertake training to obtain certification, this course trains individuals to: 1) State what customer service means in relation to all your customers, both internal and external 2) Recognize how your attitude affects customer service 3) Identify your customers’ needs 4) Use outstanding customer service to generate return business 5) Build good will through in-person customer service 6) Provide outstanding customer service over the phone 7) Connect with customers through online tools 8) Deal with difficult customers
The Certified Customer Service Manager (CCSM)TM Board Certification is awarded to individuals who have met our Requirements: