Welcome to Chartered institute of Customer Management

A global customer service and call centre organisation currently represented in three continents through its global implementation and certification partnership network.

Our Services

CICM offers various services from internationally accredited Academic and Professional Qualifications, Research, Mystery Shopping to Customer Service and Call Centre Audits among others.

Customer Service Training

We developed our Customer Management qualification to equip service staff and executives in industry with modern service skills to enhance their performance and management of the service sector.

Call Centre Training & Audits

We developed our Call Centre Management qualification to equip Call Centre Managers and executives with relevant skills to manage and coordinate call centre activities and staff.

Research & Mystery Shopping

We provide relevant and objective customer experience research to help organisations track and monitor key performance metrics such as brand health status and customer satisfaction.

About CICM

Our Vision

" To advance the practice of customer management, develop people, standards, call centre industry and promote excellence in service delivery "

AIM

" CICM aims to inspire the achievement of the highest standards of professionalism in all aspects of customer service in every international market. "

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Corporate Clients
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Students

Most Popular Courses

CICM offers globally recognised certification and professional programs to equip individuals with the skills and professional recognition they need to really drive sales through services excellence in their organisations.

Certified Customer Service Practitioner CCSP

The CCSP program focuses on training customer service practitioners on how to deliver high quality products and services to the customers of their organisation.

Certified Call Centre Practitioner CCCP

CCCP trains call center professionals how to answer inquiries and help solve product issues for consumers and clients over the phone. Candidates learn key customer service skills, business operations, professional communication and management skills.

Certified Trainer CT

The Certified Trainer (CT) is one of our "train-the-trainer" program that prepares, educates, qualifies, and certifies candidates on key skills required to conduct effective training and knowledge transfer.

Diploma Customer Experience Manager CXM

CEM or CXM involves collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle.

Diploma in Call centre Management

Handling customers over the phone requires many skills, including verbal communication skills, proper telephone etiquette, problem resolution, escalation and active listening skills.

Diploma in Digital Marketing DM

This comprehensive course teaches key digital marketing skills required for the modern workplace. Learn Google Ads, social media marketing and SEO, Google Analytics, mobile marketing and much more

Latest News

Get the latest news and tips around customer experience

challenges-affecting-businesses-cicmaglobal

There are several challenges affecting most businesses. Some of the…

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What Clients Say

Very best opinions

" I would recommend CICM courses to all those that have customer experience at heart and aspire to grow their career while positively impacting on business returns. "
audrey-mamhiyo
Audrey Mamhiyo
Quality Assuarance Manager CBZ Contact Centre
" By participating in the many knowledge-sharing and training programs offered by CICM, both seasoned customer service professionals and newcomers to the sector will benefit immensely and will become part of the vast international customer experience network"
rod-jones
Rod Jones
CX Consultant
"I am happy to be a Certified Customer Experience Practitioner, Certified Call Centre Manager and trainer through CICM. These have helped me in my career and l was awarded the Best Contact Centre Manager of 2020"
kirsty-gavava
Kirsty Gavaza
Contact Centre & Digital Marketing Manager CBZ