Diploma in Service & Customer Relationship Management
Prepare learners for modern service operations through CX design, CRM systems, complaint handling, omnichannel support, service analytics, chatbots and customer-care projects.
Build knowledge that connects with professional practice.
Prepare learners for modern service operations through CX design, CRM systems, complaint handling, omnichannel support, service analytics, chatbots and customer-care projects.
Who this programme is for
School leavers, Front Office Executives, Call Center Agents, Customer Care Officers and Relationship Managers.
Learning approach
Structured academic learning is supported by applied work, programme-specific activities and professional development. Where stated in the curriculum, industry attachment / capstone work forms part of completion.
Programme modules & learning areas.
The module titles, credit values and focus areas below follow the supplied IMMS curriculum material.
How the programme develops and evaluates capability.
Continuous Assessment
Practical work, assignments, presentations and programme-specific simulations.
Written Examinations
Summative written examinations across the academic programme.
OJT / Capstone
Industry-supervisor evaluation together with project, research or viva components.
Entry pathway & learner profile.
- G.C.E. A/L in 2 subjects in any stream.
- G.C.E. O/L with a recognized NVQ Level 3/4 qualification.
- OR 2 years of verified experience in Customer Service, Call Centers, Front Office or Sales.
Professional directions this learning can support.
Career outcomes depend on experience, employer requirements and further study. The following are relevant professional directions connected to the curriculum.
- Customer Care / Service Executive
- Front Office & Helpdesk Operations
- CRM / Relationship Support
- Call Center Operations
- Service Quality & Complaint Handling
- Digital Customer Engagement