Chartered Institute of Customer Relationship Management

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17th Floor, Livingstone House, 48 Samora Machel Avenue, 263 Harare

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• Anynomous

  26 October 2018

  Active Listening -engaging your mind and memory, and you are active in selecting information, organising, interpreting and storing it. -listening in a way which enables you to be concerned with others' views and feelings, not your own.

  Action... -Posture of involvement -Appropriate body motion -Eye contact -Non distracting environment -Attentive silence

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• Anynomous

  26 October 2018

  Post Graduate Diploma In Quality Assurance

  Quality assurance professionals have the important task of ensuring that products or services meet high standards.

  The course aims to equip participants with appropriate skills on quality issues, concerns, industry needs, techniques, legislative norms and quality related problems arising at work places.

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• Anynomous

  25 October 2018

  Delivering The Talk

  93% of your communication is non-verbal and what you say makes up only 7%

  -Don't look tense-relax your jaw muscles/ smile... -Stand upright with your shoulders relaxed -Do not fold your arms across your chest -Don't hunch up/ bend your head down to read from your notes- refer to them occasionally -Maintain eye contact with your audience -Avoid distracting mannerisms -Use a friendly tone to deliver a presentation

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• Anynomous

  25 October 2018

  Chartered Customer Service Professional

  Being a Chartered Customer Service Professional (CCSP) opens many doors for you. The CCSP designation is your passport to a leadership position in Customer Service just as Chartered Accountants are in Accounting.

  By carrying the CCSP title, employers can be confident that your knowledge and experience comply with the highest professional standards.

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  How do you become one?

  1. Successfully complete the Advanced Diploma In Customer Service or Post Graduate Diploma In CRM or any other customer service qualification approved by the CICRM. 2. Earn an appropriate master's degree from an accredited institution. 3. Complete at least two years of practical training in the industry with an organization that is accredited to the CICRM. The organization where you do your training must appoint a mentor to monitor your training program. This mentor gives you career development guidance until you are eligible to apply for the CCSP title. 4. Compile evidence of your competence in the form of a Curriculum Vitae. Include examples of how you used your customer service knowledge to advance the customer service cause. Identify a project in which you applied theoretical and practical methods to analyze and solve a customer service problem. Include evidence of working experience where you exercised technical and commercial leadership skills. Explain your personal commitment to professional standards and recognition of responsibilities towards the society and environment. Include an action plan for your own future professional development. 5. Take photocopies of all authenticated certificates related to your customer service education. Ask your mentor to sign each copy. 6. Obtain the Standard for Customer Service Professional Competence Application Form from the CICRM. Complete the form and submit it along with your detailed Curriculum Vitae and Certificate copies. 7. Wait for the CICRM to contact you with a date for your assessment interview. The CICRM will review the documentation you submitted, and determine whether you qualify for the assessment interview. 8. Attend the interview and answer all questions to the best of your ability. The interview is conducted by a number of interviewers who will compile a report and submit it to the CICRM Council. The Council will decide whether you are approved for the CCSP Status and notify you of the outcome. If you qualify, the CICRM Council will automatically register you as a CCSP.

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• Anynomous

  24 October 2018

  Taking place annually throughout the month of October, Breast Cancer Awareness Month aims to raise awareness about the disease and raise funds for research into its cause prevention, diagnosis, treatment and care.

  While the general public are often aware of the conditions, much more action need to be taken to support the public in reducing their risk and support early detection and treatment

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• Anynomous

  24 October 2018

  Post Graduate Diploma In Customer Relationship Management

  The Chartered Institute of Customer Relationship Management gives graduates of other fields of study an opportunity to equip themselves with customer service skills. The Post Graduate Diploma In CRM is specifically designed for such candidates

  The approximate duration of the course is one and a half years.

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• Anynomous

  23 October 2018

  Advanced Diploma

  Advanced Diploma In Customer Relationship Management This is an advanced course in customer service. To qualify for this diploma, one must have successfully completed the Diploma In Customer Relationship Management, Executive Diploma or Call Centre Management.

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  Graduates of this course are absorbed in senior management in charge of customer service or call centres. Opportunities are available in various sectors of the economy such as telecommunications, retail, banking, insurance, tourism and hospitality, healthcare and government. The ten module course is done over an eighteen – month period.

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• Anynomous

  23 October 2018

  Example of a difficult customer #MrsGiraffe -The know it all customer who proudly and elegantly towers above everyone else around them -Trivializes your efforts to make things better for them

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  What to do -Make them realize that they are equal to every one else and so they will not receive preferential treatment without merit -Do not fall into the trap of showing off just like them

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• Anynomous

  22 October 2018

  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.

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• Anynomous

  22 October 2018

  Example of a difficult customer #MrsRabbit -The non-stop talker -Raises irrelevant statements mostly -The argumentative customer

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  What to do 1. Use every conversational gap to guide the conversation back to business 2. Think of devices to leave Mrs rabbit while you serve other customers

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• Anynomous

  19 October 2018

  Executive Diploma In Customer Relationship Management

  This 18-month course is designed for those who are already in employment but do not possess the relevant formal qualification in customer service or are looking for a career change into customer service. There are 15 modules to be completed successfully for one to be offered the Diploma.

  Graduates of the Executive Diploma In Customer Relationship Management can also upgrade their skills by enrolling for the Advanced Diploma In Customer Relationship Management.

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• Anynomous

  19 October 2018

  Example of a difficult customer #MrWarthog -Plain downright rude -The constant critic -The indecisive customer

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  What to do 1. Ignore the rudeness and get on with the business 2. Stay cool and avoid a sarcastic tone or manner 3. Keep detached and stay a professional distance

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• Anynomous

  18 October 2018

  Diploma in Customer Relationship Management

  The Diploma In Customer Relationship Management is designed for students who have successfully completed their high school and want to pursue a career in Customer Service. There are three levels for this course. It is generally expected that the course is completed within two and a half years. There are 23 courses that must be examined including on-the-job training and a research project.

  Having successfully completed this course, graduates can enroll for the Advanced Diploma In Customer Relationship Management. Those that might want career changes can enroll for other programmes at various colleges and universities across the globe. Alternatively, they can join the formal sector and be absorbed in middle management positions in Customer Service.

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• Anynomous

  18 October 2018

  Example of a difficult customer #MrBulldog -Aggressive, complaints at the top of his/her voice -Threatens the service provider -Always has a bone to chew with the service provider

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  What to do -Separate what they say from how they say it -Explain the situation as politely as you can -Be firm and assertive -Do not give in to their threats -Do not reprimand your subordinates in public just to please Mr. Bulldog -Seek someone's help

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• Anynomous

  17 October 2018

  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.

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• Anynomous

  17 October 2018

  Customer Service Tips For Small Businesses

  1-Know your customers, this way you would be able to deliver tailored products and services that work for them 2-Never say no for example never turn anyone away because it was closing time or you were not open yet 3-Go an extra mile; you can never go too far for a customer... 4-Not all contacts are going to be positive; listen to what the customer is saying and try not to get defensive 5-Do not waste your customers' time by making them search endlessly for information or contact details or wait on hold and in queues when they have a quick question 6-Keep your promises

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• Anynomous

  12 October 2018

  Customer Engagement Summit 2018

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• Anynomous

  12 October 2018

  Customer Engagement Summit 2018 In Pictures

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