Certificate Program In Customer Service Management

Customer interaction has assumed a far greater role in digitally connected world. The volume of customer interactions for a modern organization has risen to an unprecedented number. It is now critical for a firm to streamline the way customer interactions are carried out and train the personnel in effective customer service to derive maximum customer lifetime value.

This pioneering programme from one of leading B-Schools in India; iLEAD in collaboration with IIM Rohtak, provides unique opportunity to firms as well as executives and job seekers. The programme, Customer Service Management, caters to very specific function and aims to allay the challenges customer facing executives face.

The benefits of the programme are:

Teaching through real life scenarios

Very targeted and carefully selected curriculum

No other programme for the particular target from any premier B-School

Participants get an edge in very crowded and competitive space

Programme Objectives:

Premium certification from one of the leading B-Schools in India

Teaching through real life scenarios and case studies

Prepare participants for increasingly demanding customer service landscape 


The IIMR faculty includes a blend of academic excellence and Top management industry experience.

Quick Look

  • Eligibility Criteria Open or Close

    Graduates (10+2+3) / Post Graduates in any discipline with min. 50% marks [aggregate - considering results of all years (e.g. 3 or 4 together)] recognized by UGC/AICTE.

    Maximum 5 years of work experience

    Selection Criteria

    Retail Applications + credentials and Corporate Nominations

    Selection will be: i) Highly Selective ii) Selective iii) Moderate

  • Course Structure Open or Close

    Course Content

    CSM Overview

       Understanding CSM

       Impact, Customer Lifetime value

    Managing customers


       CLV management

       Customer profitability

       Loyalty programs

    Customer lifecycle



    B2C customers
    Customer Satisfaction

       Concepts and metrics

       Building trust


       Managing Interactions

    Managing Grievance/complaint
    Pricing fundamentals

       Price, Costing, Margins

    Leveraging Customer relationships

       Delighting customers


       Team building, motivation


    Theory & Practical Inputs

    Case study approach.

    Assignments, E-Learning, & Business Simulation

  • Course Fees Open or Close

    Program Fees

    For Indian Students
    Application Fee INR 2,300/- (inclusive of S.Tax)
    Program Fee INR 32,000/- + Service Tax
    Courseware/Study Material Fee INR 1,500/- + Service Tax
    Total Fee INR 33,150/- (without Application Fee)

    Service tax will be charged at prevailing rates (currently 15%).

    Important Dates

    Last Date of Application: 18th October, 2016

    Last Date for Payment of Fees: 14th November, 2016

    Academic Briefing: TBD

    Class Start Date: 15th November, 2016

    Installment Schedule:

    I 14th Nov 2016 INR 17,500/- + S.Tax
    II 14th Dec 2016 INR 16,000/- + S.Tax

  • Application Process Open or Close

    Please fill in your contact details in the form and our sales team will get in touch with you shortly.

    Download Program Brochure

Ask your query

91.8335866691/ +91.9163122222


Download Brochure