CERTIFIED INTERNATIONAL CUSTOMERS SERVICE AND RELATIONSHIP MANAGEMENT PROFESSIONAL ( CICSRMP)

About Course

The Certified International Customer Service & Relationship Management Professional (CICSRMP) is a professional program designed to equip participants with globally recognized customer service skills, service excellence strategies, and relationship management techniques used by top brands worldwide.

This course provides a complete practical understanding of:

How to deliver exceptional customer experience

How to manage difficult customers

How to build long-term customer loyalty

How to create service strategies that increase sales, retention, and brand value

Through industry case studies, real-life role-play, digital tools, and international best practices, learners gain job-ready competencies that are highly demanded in modern organizations across all sectors.

At the end of this certification, participants will receive an Internationally Recognized Professional Certificate in Customer Service & Relationship Management.

🎯 Course Objectives

By the end of this program, participants will be able to:

Provide excellent customer experience across all platforms

Communicate professionally and effectively in service environments

Handle customer complaints with confidence and diplomacy

Apply relationship management strategies to increase customer loyalty

Use emotional intelligence to manage customer interactions

Improve service delivery using global standards (ISO, CX Benchmarks)

Understand modern service tools and CRM systems

Build a career in customer service, relationship management, and client experience

Admission Requirements

This course is open to:

Undergraduates and graduates

Working professionals

Customer-facing staff

Individuals seeking a career change

No previous experience is required.
Basic English and communication skills will be helpful.

Duration:

2 Months (8 Weeks)

🏅 Certification:

Upon successful completion, participants will receive:

Professional Certificate in International Customer Service & Relationship Management

Internationally Recognized

Course Fee:

₦100,000
Covers course materials, LMS access, assessments, certificate, and support.

The CICSRMP course is structured around practical, real-world customer service competencies used by international organizations. Participants learn the psychology of customers, how to exceed expectations, manage relationships, resolve complaints, retain clients, and deliver superior service both online and offline.
The program blends:
Professional communication
Customer engagement techniques
Relationship management strategies
CRM tools
Leadership skills
Service excellence frameworks
This training prepares learners for success in service-driven industries globally.
⭐ Learning Outcomes
By the end of the course, participants will be able to:
Deliver world-class customer service using international best practices
Communicate confidently and professionally with customers
Understand consumer behavior and service expectations
Build long-term customer relationships that drive business growth
Use CRM software and digital tools for client management
Manage and resolve customer complaints tactfully
Apply customer retention and loyalty-building strategies
Identify emerging trends in customer service and adapt to changes
Demonstrate emotional intelligence and customer empathy
Position themselves for top customer service job roles

Course Content

MODULE 1: INTRODUCTION TO INTERNATIONAL CUSTOMER SERVICE

WHAT IS INTERNATIONAL CUSTOMER SERVICE?
EVOLUTION OF CUSTOMER SERVICE IN THE GLOBAL ECONOMY
KEY PRINCIPLES OF EXCELLENT CUSTOMER SERVICE
DIFFERENCES BETWEEN LOCAL AND INTERNATIONAL CUSTOMER EXPECTATIONS
THE ROLE OF CUSTOMER SERVICE IN BUSINESS SUCCESS
QUIZ

MODULE 2: CUSTOMER-CENTRIC MINDSET & PROFESSIONAL ETHICS

MODULE 3: COMMUNICATION SKILLS FOR CUSTOMER RELATIONSHIP MANAGEMENT

MODULE 4: CROSS-CULTURAL INTELLIGENCE & GLOBAL CUSTOMER ENGAGEMENT

MODULE 5: CUSTOMER RELATIONSHIP MANAGEMENT (CRM) FUNDAMENTALS

MODULE 6: CRM TOOLS, DATA & CUSTOMER INSIGHTS

MODULE 7: HANDLING COMPLAINTS, FEEDBACK & PROBLEM RESOLUTION

MODULE 8: INTERNATIONAL SERVICE STANDARDS & QUALITY MANAGEMENT

MODULE 9: CAREER DEVELOPMENT, EMPLOYMENT & SKILL MONETIZATION

MODULE 10: CAPSTONE PROJECT & PROFESSIONAL INTEGRATION

Student Ratings & Reviews

5.0

Total 2 Ratings

2 Ratings

0 Rating

7 years ago

This was my first time taking an online course.
The content is excellent, and the instructors are also excellent.
How much you learn from this course is pretty much what you put into it.

7 years ago

Thank you! I enjoyed your course and humor.
Please keep working on making great stuff to share and help more people.
Look forward to more additional features to this project near future.

About Course

What Will You Learn?

Course Content

MODULE 1: INTRODUCTION TO INTERNATIONAL CUSTOMER SERVICE

WHAT IS INTERNATIONAL CUSTOMER SERVICE?

EVOLUTION OF CUSTOMER SERVICE IN THE GLOBAL ECONOMY

KEY PRINCIPLES OF EXCELLENT CUSTOMER SERVICE

DIFFERENCES BETWEEN LOCAL AND INTERNATIONAL CUSTOMER EXPECTATIONS

THE ROLE OF CUSTOMER SERVICE IN BUSINESS SUCCESS

QUIZ

MODULE 2: CUSTOMER-CENTRIC MINDSET & PROFESSIONAL ETHICS

UNDERSTANDING THE CUSTOMER-CENTRIC APPROACH

PROFESSIONAL ETHICS IN CUSTOMER SERVICE

EMOTIONAL INTELLIGENCE IN CUSTOMER INTERACTIONS

ACCOUNTABILITY, INTEGRITY, AND CONFIDENTIALITY

PROFESSIONAL CONDUCT IN GLOBAL SERVICE ENVIRONMENTS

MODULE 3: COMMUNICATION SKILLS FOR CUSTOMER RELATIONSHIP MANAGEMENT

VERBAL AND NON-VERBAL COMMUNICATION SKILLS

ACTIVE LISTENING & EMPATHY TECHNIQUES

CROSS-CULTURAL COMMUNICATION CHALLENGES

PROFESSIONAL EMAIL, CHAT & PHONE ETIQUETTE

MANAGING DIFFICULT CONVERSATIONS & CONFLICT

QUIZ

MODULE 4: CROSS-CULTURAL INTELLIGENCE & GLOBAL CUSTOMER ENGAGEMENT

UNDERSTANDING CULTURAL DIFFERENCES IN SERVICE DELIVERY

CULTURAL SENSITIVITY AND RESPECT IN CUSTOMER ENGAGEMENT

TIME ZONES, LANGUAGE BARRIERS & GLOBAL ETIQUETTE

ADAPTING COMMUNICATION STYLES ACROSS CULTURES

CASE SCENARIOS IN INTERNATIONAL CUSTOMER ENGAGEMENT

MODULE 5: CUSTOMER RELATIONSHIP MANAGEMENT (CRM) FUNDAMENTALS

INTRODUCTION TO CRM SYSTEMS & TOOLS

CUSTOMER LIFECYCLE & RELATIONSHIP STAGES

PERSONALIZATION & CUSTOMER SEGMENTATION

MANAGING CUSTOMER EXPECTATIONS

RETENTION STRATEGIES & LOYALTY PROGRAMS

QUIZ

MODULE 6: CRM TOOLS, DATA & CUSTOMER INSIGHTS

POPULAR CRM TOOLS USED GLOBALLY

MANAGING CUSTOMER DATA RESPONSIBLY

USING CUSTOMER DATA FOR DECISION-MAKING

TRACKING CUSTOMER INTERACTIONS & HISTORY

MEASURING CUSTOMER ENGAGEMENT & SATISFACTION

MODULE 7: HANDLING COMPLAINTS, FEEDBACK & PROBLEM RESOLUTION

TYPES OF CUSTOMER COMPLAINTS & FEEDBACK

COMPLAINT HANDLING PROCESS & TECHNIQUES

PROBLEM-SOLVING FOR CUSTOMER SATISFACTION

TURNING COMPLAINTS INTO OPPORTUNITIES

CONTINUOUS IMPROVEMENT & SERVICE RECOVERY

QUIZ

MODULE 8: INTERNATIONAL SERVICE STANDARDS & QUALITY MANAGEMENT

INTERNATIONAL CUSTOMER SERVICE STANDARDS (ISO & GLOBAL BENCHMARKS)

SERVICE QUALITY MEASUREMENT TOOLS (CSAT, NPS, CES)

SERVICE LEVEL AGREEMENTS (SLAs)

QUALITY ASSURANCE IN CUSTOMER SERVICE

CONTINUOUS SERVICE IMPROVEMENT MODELS

MODULE 9: CAREER DEVELOPMENT, EMPLOYMENT & SKILL MONETIZATION

GLOBAL EMPLOYMENT OPPORTUNITIES IN CUSTOMER SERVICE & CRM

ROLES: CUSTOMER SERVICE EXECUTIVE, CRM OFFICER, CLIENT RELATIONS MANAGER, REMOTE SUPPORT SPECIALIST

FREELANCING & REMOTE CUSTOMER SUPPORT OPPORTUNITIES

CONSULTING & OUTSOURCED CUSTOMER SERVICE SERVICES

BUILDING A PROFESSIONAL CV, LINKEDIN PROFILE & PORTFOLIO

MODULE 10: CAPSTONE PROJECT & PROFESSIONAL INTEGRATION

CAPSTONE PROJECT GUIDELINES

DESIGNING A COMPLETE CUSTOMER SERVICE & RELATIONSHIP STRATEGY

APPLYING CRM TOOLS AND FEEDBACK MECHANISMS

EVALUATING CUSTOMER SATISFACTION & LOYALTY METRICS

PROFESSIONAL INTEGRATION, GLOBAL PRACTICE & CERTIFICATION USE

QUIZ

Student Ratings & Reviews