I want to advance myself in studying about customer service which academic qualification should I go for?

Academics can teach you the basics, but experience gives you the advanced. Major in subjects related to human behavior and group dynamics and their application to the world of work (particularly commerce). Psychology, anthropology and sociology are good foundations. Supplement that foundation with courses in business, especially marketing.

Chip BellSenior Partner at The Chip Bell Group | Author | Keynote Speaker | Innovative Service | Customer Loyalty

1. Work in that role.
2. Perform in that role.
3. Educate from professional resources on Customer Service.

Pat PorrasTrainer & Speaker: I train and educate participants thru engaging & highly interactive workshops – Specializing in Strategic Sales & Service.

Not really big on customer service academic qualifications. I believe that real world experience is the best qualifier.

Errol AllenCustomer Service Focused Operations Expert, Consultant, Speaker & Author

First of all congratulations on taking the progressive step of becoming qualified in our profession.

My first thoughts are that it is very valuable, before embarking on the wonderful journey of improving your capabilities, to think about where you are today, where you want to be and what specific aspects and levels of Customer Service you’d like to be qualified in – below are some areas to think about:

ADVISOR – service, complaints, sales, marketing, multi channel or voice, email or web, inbound or outbound TEAM LEADER – leading teams, customer escalation skills operational knowhow, workforce management or support roles such as coaching, analysis, campaign management, sector specialisms. CUSTOMER SERVICE LEADER – customer service strategic leadership & planning, financial / budget service management, outsourcing, customer experience, channel transformation etc.

This will help narrow down your search significantly.

Always feel free to check out some of our programmes at our website cxhighperformance.com you can get further information or contact me directly natalie@cxhighperformance.com Good luck and congratulations this is an important step forward.

Natalie CalvertCX Leader & Coach | Board Advisor| Conference Speaker | Author | 200k+ cust serv & sales people, 100+ orgs

Become a Certified Customer Xperience Executive (CXE) by attending the CXE Academy. The Harvard of Customer Experience. www.cxea.org

John DiJuliusAn international consultant & best selling author of two books he works with companies like The Ritz-Carlton, Lexus, Starbucks, Nordstrom, Nestle, Marriott Hotel, PwC, Cheesecake Factory, Progressive Insurance, Harley Davidson, State Farm, Chick-fil-A & many more.

Business. That will give you the skills and knowledge to be a very valuable commodity. Unfortunately, there aren’t a lot of formal academic qualifications for the skills and behaviours you need to be successful at customer service. Those are best acquired through some of the amazing training that is available through companies and public programs.

Shaun BeldingCX Leader & Coach | Board Advisor| Conference Speaker | Author | 200k+ cust serv & sales people, 100+ orgs

I’m not sure I’d recommend going down the academic study route. I’d suggest considering diverting the time and money that would be invested in an academic qualification into buying practical books written on customer service, joining a book club, getting involved with an online and relevant community like Support Driven and going to conferences like SupConf so that you can meet and learn from peers.

Adrian SwinscoeCustomer Engagement, Experience and Service Consultant/Coach | Speaker | Author | Blogger & Forbes contributor

In the academic world you would b wise to consider a course in human interactions, psychology and any other course that provides you with the tools to make emotional connections with customers as this is key to delivering great customer service and customer experience. There are also CS courses but without the fundamentals of human interaction they would be less valuable.You should also consider the Certified Customer Experience Professional (CCXP) designation that is available via a CXPA course.

Gerry BrownSaving the World from Bad Customer Service – Customer Experience Specialist, Speaker on Customer Inspired Thinking

Rather then studying to get a sort of ‘diploma’ my advice is to laser-focus on your specific needs. So first off you’d better ask yourself: what are my customer service goals? What kind of skills do I lack? Are they technical, digital or social related? In a nutshell: assess yourself, find the gap, then fill it. You may achieve that in many ways, for instance investing in specific training or even exchanging skills with peers (you help him/her learn about digital, he/she helps you with training / organizational matters).

Paolo Fabrizio✔ Social Customer Service I Author I Trainer I Speaker [ITA ENG SPA]

Back in 2015, we tried to catalog all the customer service certificate and degree programs in the United States for the Customers That Stick® blog (http://customersthatstick.com/customer-service-certificate-and-degree-programs/). At that time, we were only able to catalog 7 degree programs and 16 certificate programs. While there are certainly more, the small list still indicates how little intersection there is between academia and customer experience at this time. If you cannot find a dedicated CX program, you should ask yourself which area of customer service/experience you want to work in, as many degrees from instructional design to marketing could be relevant. In the end, however, customer service always comes down to how human beings interact, feel, and behave, and accordingly, one of the most powerful approaches would be to combine a business degree with the study of communication, psychology, or behavioral economics.

Adam ToporekCustomer Service Expert, Keynote Speaker, and Master Trainer | Rock your socks off presentations that are engaging, dynamic, and immediately actionable!

Service as a discipline is made up of several other disciplines. You can draw a straight line between Service and Marketing, Human Resources, Operations and Logistics, IT, and Psychology. Most people study marketing or operations and logistics. Whatever you study, you will need to learn about customer centricity, strategy, culture, service design, customer experience, service quality, and other topics. It is not just the qualification or degree that is important, but what courses you actually study. I would recommend studying at a top service institution such as Arizona State, Maryland, or Texas A&M (there are a few more). In addition to the academic qualification, I would read some of the managerial books. Karl Albrecht, John DiJulius, Shep Hyken, Ron Kaufman, and several others can give you a great perspective as well. Some of these have great blogs as well. You should try and get exposed to several different streams of thought, so that you will be able to mix and match your knowledge with your particular service situation. There is no “one size fits all”.

Dr. Moshe DavidowService2Profit-Improving Your Business Performance | Customer Centricity, Service Quality+Internal, Complaint Handling Adjunct Lecturer at Technion – Israel Institute of Technology Editor at Journal of Creating Value Lecturer in Marketing and Services


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