Hughes Education
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If you are caught up in your career & not in a position to take a break for upgrading your skills, this programme from IIMK is a God sent gift for you! Thank you Hughes Education!

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 program from one of leading B-Schools in India; IIM Rohtak, provides unique opportunity to firms as well as executives and job seekers. The program caters to very specific function and aims to allay the challenges customer facing executives face. The benefits of the program are:

  • Teaching through real life scenarios
  • Very targeted and carefully selected curriculum
  • No other program for the particular target from any premier B-School
  • Participants get an edge in very crowded and competitive space


Program 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



  • 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

Program Fees

For Indian Students
Application FeeINR 2,300/- (inclusive of GST)
Program FeeINR 32,000/- + GST
Courseware/Study Material FeeINR 1,500/- + GST
Total FeeINR 33,150/- (without Application Fee)


  • GST will be charged at prevailing rates (currently 18%).


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:

InstallmentDateAmount INRAmount USD
I14th Nov 2016INR 17,500/- + GST 
II14th Dec 2016INR 16,000/- + GST 


Course Content

  • CSM Overview
    • Understanding CSM
    • Impact, Customer Lifetime value
  • Managing customers
    • Portfolio
    • CLV management
    • Customer profitability
    • Loyalty programs
  • Customer lifecycle
    • Acquisition
    • Retention
  • B2C customers
  • Customer Satisfaction
    • Concepts and metrics
    • Building trust
  • Communication
    • Managing Interactions
  • Managing Grievance/complaint
  • Pricing fundamentals
    • Price, Costing, Margins
  • Leveraging Customer relationships
    • Delighting customers
  • OB/HR
    • Team building, motivation



  • Theory & Practical Inputs
  • Case study approach.
  • Assignments, E-Learning, & Business Simulation

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

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**Hughes may or may not be able to provide a study centre at your suggested location.