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Course overview
CMI Level 3 Diploma in Principles of Management and Leadership: Customer Service Management is the perfect qualification for Team Leaders and Customer Service Managers looking to enhance their skills in managing customer service operations.
This course is designed to help you become a successful customer service manager and demonstrates to potential employers your commitment to professional development! You will learn to ensure that customer service goals and objectives are met by providing guidance and direction to your team, monitoring their performance, supporting daily operations, and implementing effective customer service strategies.
After completing this Diploma, you can progress to the CMI Level 5 Diploma in Management and Leadership: Customer Service Management to further validate your experience, knowledge, and skills in customer service management.
Job outcomes
- Customer Service Manager
- Team Leader
- Customer Service Representative
- Assistant Team Leader
Recognition
Study method
- Online
- Blended
- In-class
Awards
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Duration study load
- 370 hours
Entry requirements
There are no formal prerequisites to study this qualification
Course features
- Consultation with a Career Consultant to corroborate your course choice
- Carefully selected CMI Level 3 study units aligned with Customer Service to ensure you gain the skills you require to succeed
- Pre-marking and official marking for assignments to ensure you have the best chance possible at achieving success
- Access to a full Support Team including a certified Tutor and Study Coach for assistance with study queries
- CMI Membership with exclusive benefits
- A professional, Management-oriented CV rewrite*
- A LinkedIn profile overhaul to maximise your new networking opportunities*
*Value-added service that can be added at an additional cost
Assessment
You will need to complete all of the units in this Diploma to achieve a minimum of 370 Total Qualification Time (TQT) and 37 credits.
Who's it for?
Who is CMI Level 3 made for?
The Level 3 CMI Diploma in Customer Service Management is intended for Team Leaders and Customer Service Managers looking to drive better customer service, improve results, maximise team skills, manage change and conflict better, and manage equality, diversity, and inclusion.
What is CMI Level 3 equivalent to academically?
The Level 3 CMI qualification is equivalent to GCE AS/A-Levels in academic terms.
What’s the difference between the Award, Certificate, and Diploma?
CMI qualifications are available at different levels of depth and duration. Awards are the shortest and most concise qualification type. Certificates provide a broader base of knowledge and skills and take longer to complete. Diplomas provide a comprehensive and extensive program of learning and typically take the longest of to complete.
What is the method of assessment for the CMI qualifications?
CMI qualifications do not require individuals to take any official exams. However, a series of assignments must be completed and assessed by CMI-qualified Tutors before a qualification can be awarded. These assignments are research-based and have specific requirements, including font size and structure, as well as word limits that vary depending on the award, certificate, diploma, or extended diploma, and the level of the qualification.
What is Chartered Manager Status?
The Chartered Manager status is the epitome of professional recognition in the management and leadership field. It signifies a commitment to exceptional management skills and continuing professional development, as well as a demonstrated ability to deliver measurable impact. As the only professional body with a Royal Charter, the CMI is uniquely qualified to award this prestigious designation. As a Chartered Manager, you would be able to indicate the prestige of your qualification with the post-nominals ‘CMgr’ following your name on professional documents and platforms including LinkedIn, your CV, or your email signature. Those just starting their careers in management may be interested in Foundation Chartered Manager status, which recognises existing skills and knowledge and provides a pathway to full Chartered Manager status.
Subjects
To achieve the CMI Level 3 Diploma in Principles of Management and Leadership: Customer Service Management, you will need to complete all of the below modules to achieve over 370 TUT (Total Unit Time) hours & 37 credits.
The ability to manage teams, which are able to communicate effectively and overcome barriers to achievement, is a critical skill for any manager. High-performing cohesive teams are created in an environment where there is a collective understanding of values, goals and objectives.
This unit has been developed to support managers in understanding the nature of teams in the workplace, and how these can be managed to achieve results.
High-performing individuals impact the performance of teams and the organisation.
The aim of this unit is to develop the manager’s understanding of how to confidently use their knowledge, skills and abilities to support individuals, not only to perform well, but to exceed expectations.
Treating colleagues, customers and stakeholders with dignity and respect enables relationships to develop and thrive.
This unit focuses on how to develop inclusive working practices in line with organisational and legal frameworks. This will not only improve the productivity and well-being of staff, but impact positively on the whole customer experience.
A skilled and adaptable workforce is a collective group of people equipped with the knowledge, skills and abilities to achieve and exceed objectives.
This unit aims to support managers to identify and select innovative development opportunities. It will enable them to identify approaches to support and promote participation, and how to monitor the impact of development activities for individuals, teams and the organisation.
Conflict and disagreements in the workplace have a detrimental effect on team dynamics, productivity and motivation. The ability to respond effectively to conflict is a fundamental skill for all managers.
This unit aims to support managers in understanding the types and causes of conflict and how to identify strategies to respond to conflict situations in a timely and professional manner.
Change is inevitable if an organisation is to maintain competitiveness and currency of practice. Managers are constantly asked to implement change to respond to commercial pressures, legal organisational requirements, efficiencies or improvements. Success often depends on the support given by managers to staff.
The aim of this unit is to enable managers to lead people positively through change. This is achieved by implementing plans which identify ways to make change successful, which gains the support and trust of individuals and teams.
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