Course Overview:
This course develops supervisory skills specific to customer service management. It prepares learners to lead customer service teams, handle escalated customer issues, and implement strategies to improve service quality. The curriculum aligns with Caribbean Vocational Qualification (CVQ) standards emphasizing practical competencies for supervisory roles.
Learning Outcomes:
By the end of the course, learners will be able to:
- Understand the role and responsibilities of a customer service supervisor
- Lead and motivate customer service teams effectively
- Manage customer complaints and conflict resolution
- Monitor and improve service delivery standards
- Use performance metrics and feedback for continuous improvement
- Implement customer service policies and procedures
Assessment Methods:
- Written assignments and quizzes
- Role plays and case studies
- Group projects and presentations
- Portfolio and workplace logbook
Certification:
Participants who complete the course successfully will receive the Caribbean Vocational Qualification (CVQ) Level 3 in Customer Service Supervision, recognized regionally.
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