Customer Management Techniques

Customer Services

Human Resources

Unit Code
Level 5
Distance Learning
Class Room
Unit Code
Level 5
Distance Learning Fee
Face to Face Fee
Accelerate your career with London Institute of Business & Technology's flexible executive pathway programmes today!
Total Fee £1600

£2360 (£1600 during the tuition waiver period)

Please see the Tuition Fee section to see if you are eligible for a scholarship.
Course Overview

This course is designed to help learners understand the role of customer-centred organisations. The three units are understanding customers, meeting customer need and adding value. Learners will evaluate best practice and the policies and approaches that result in excellent service and delivery within a contemporary business environment. Customer Relationship Management (CRM) is now being actively embraced by organisations within most industry sectors. Furthermore, customer expectations are changing with the result that customer relationships are becoming increasingly more complex to manage.

This course analyses how businesses have responded by looking after their customer base in new and more cost effective ways. The aim of the course is to provide learners with understanding and insight into customer behaviour. It will develop skills and learners will use tools and practices an organisation can use to retain and improve customer retention and relationships.

Course Content

Introduction to the module

Defining Customer Centricity

  • Customer Service
  • Customer Experience
  • Customer Journey
  • Customer Centricity
  • Factors Impacting the Service Sector
  • Discuss how technological advances affect how companies serve customers.

Being a Customer Service Representative

  • Describe the role of the customer service representative.
  • Ability to Manage Information
  • Ability to Work in Teams Effectively

Managing a Customer Service Team

  • Customer Service Philosophy
  • Develop Customer Service Goals
  • Identify Obstacles to Outstanding Service

Using Contact Center Technology to Improve CX

  • Types of Call/Contact Centers
  • Benefits of Using Contact Center Technologies

Working in a Customer Contact Center

  • Working in a Customer Contact Center
  • Contact Center Agent Duties
  • Providing Quality Service in a Contact Center

Managing a Customer Contact Center

  • Managing a Customer Contact Center
  • Challenges Contact Center Managers Face
  • Metrics

Customer Relationship Management CRM

  • Why CRM benefits business
  • Components of CRM
  • Types of CRM technology
  • CRM challenges

Designing Products, Services, and Processes with Customer in Mind

  • Designing Products, Services, and Processes with Customers in Mind
  • Creating Services with the Customer in Mind Edit Set Access Page Actions

Leading a Customer Centric Strategy

  • Build a Customer Centric Structure and Culture
  • Make Customer Experience a Priority
  • Create a Customer Service Vision
  • Set SMART Goals Aligned with the Customer Service Vision
Learning Outcome & Assessment Criteria

1.  Examine the different ways that organisations deal with their customers

  1. Analyse customer behaviour and identify patternsand differences in approach
  2. Segment customers and identify target groups

2.  Develop skills and practices that will support customers retention

  1. Appraise CRM (customer relationship management) and customer relationship marketing activities
  2. Explain and provide examples of customer retention practices for different industries
  3. Create examples that demonstrate the concept of ‘adding value’ to customers

3.  Explore and learn from examples of customer centered organisations and the benefits of such an approach

  1. Research customer centres organisations across different industries and evaluate their approaches
  2. Create recommendations for an organisation known by the Leaner for improving its approach to customers
  • The assessment strategy for this course is designed to test all the learning outcomes.
  • Learners must demonstrate successful achievement of all learning outcomes to pass the course.
Assessment Marking Criteria


Citizens of the following countries are eligible for a 50% scholarship upon writing a personal statement. All scholarships are to be approved by the Academic Board. The list of countries are: Sri Lanka, Indonesia, Philippines, Bhutan, Morocco, Vietnam, Papua New Guinea, Laos, Cambodia, India, Nigeria, Ghana, Bangladesh, Laos, Myanmar, Pakistan, Nepal and South Africa. Please talk to your student counselor and ask for the Coupon Code to get the 50% Tuition Waiver.

  • The assessment criteria for a pass will be presented with the summative exercise.
  • Further information and guidance on the assessment will be made available through the tutor.
Unit Pass Requirements

To pass the unit a 40% overall grade must be achieved.

Frequently Asked Questions
What is included in the cost of my programme?
  • All course material, including online modules and written assignments
  • Unlimited personal tutor support with online sessions
  • Dedicated student support
  • Access to an online community learning forums
  • Assignment marking and feedback
Am I eligible for this programme?

You are eligible if you meet our stipulated entry requirements.

Standard ROUTE

Easy Monthly Payments


Access to LMS

Easy 12 instalments

Complete in 12 months

Unlimited tutor support

Requires submitting 1 assignment per month



Easy Monthly Payments


Access to LMS

Easy 6 instalments

Complete in 6 months

Priority support

Unlimited tutor support

Requires submitting 2 assignments per month

Start TrialEnrol




Access to LMS

No monthly payments

Complete at your own pace

Priority support

Unlimited tutor support

Dedicated counselor

No additional bank charges

Career guidance & advise

Start TrialEnrol
Download Brochure

The London Institute of Business and Technology holds an official registration with the Intellectual Property Office, bearing the Trademark Number UK00003896607.

UK Register of Learning Providers - Provider Reference Number (UKPRN): 10092833