How long does this certification take?

The programme takes 11 Weeks and can be completed self-paced or with live virtual sessions.

Is this certification globally recognised?

Yes. GLI certifications carry CPD credits and are internationally recognised.

What level is this certification?

This is a Advanced Level certification.

Email info@certifications.ac, WhatsApp +254 722 223 084, or fill in the enrolment form on this page.

What is included in the fee?

All study materials, study guide, examination, digital certificate and badge. Live option adds tutor sessions and priority support.

Certified Service Recovery and Service Excellence Expert in Lebanon

Executive Summary

Certified Service Recovery and Service Excellence Expert

Designed for today’s high-impact professionals, the Certified Service Recovery and Service Excellence Expert (CSRV) delivers a rigorous Advanced-level curriculum that equips participants with the knowledge, tools and frameworks needed to excel in customer service, contact-centre operations and customer experience.

This 11 Weeks programme is structured around recognised customer-experience and service-quality standards, ensuring every graduate applies internationally validated methods to real-world challenges.

GLI’s CSRV holders are recognised by leading organisations across Africa, the Gulf, Europe and the Americas as qualified, results-driven professionals. Whether you are advancing your current career or transitioning into new responsibilities, this certification provides the competitive edge you need in 2026 and beyond.

Programme Overview

Certification at a Glance

Certification

Certified Service Recovery and Service Excellence Expert

Acronym

CSRV

Who Should Enrol?

Customer Service Representatives
Contact-Centre and Front-Office Staff
Customer Experience Professionals
Service and Support Team Leaders

Programme Inclusions

Everything Included in Your Enrolment

All study materials and study guide
Access to GLI online learning portal
Online examination and assessment
Digital certificate and digital badge
Physical certificate (shipped to you)
CPD credits for professional bodies
GLI alumni network membership
Facilitator and tutor support
Resource downloads and reference library
Automatic enrolment confirmation

Certification Benefits

Why This Certification Matters for Your Career

Career Advancement

Accelerate your career towards senior customer-experience and service-operations roles

Professional Recognition

Credential aligned with recognised customer-experience and service-quality standards

Leadership Capability

Develop the strategic and operational skills to lead complex customer service functions

Organisational Impact

Design and implement customer service systems that drive performance and measurable results

Compliance Readiness

Master the standards, compliance and ethical governance central to customer service

Global Employability

Qualify for customer service roles across corporates, retail, banks, telecoms and service organisations worldwide

Competency Framework

Core Competencies You Will Develop

✦Customer Service Excellence and Standards

✦Contact Centre and Multichannel Operations

✦Complaint Handling and Service Recovery

✦Customer Experience Design and Journey Mapping

✦Service Quality, Metrics and Continuous Improvement

✦Professional Ethics and Governance

Course Curriculum

Programme Modules

The full programme, module by module.

1

Foundations and Strategic Context of Certified Service Recovery and Service Excellence Expert

Certified Service Recovery and Service Excellence Expert: industry context, trends and professional standards · Customer service and experience principles · The value of customer-centricity · Customer expectations and satisfaction

2

Selling by Diagnosis

Consultative selling and understanding the buyer · The sales pipeline and forecasting discipline · Value proposition and differentiation · Performance and dispute management

3

Customer Journey and Recovery

Customer journey mapping and service design · Complaint handling and service recovery · Customer retention, loyalty and lifetime value · Data visualisation for finance

4

Measurement and Responsible Practice

Marketing measurement and attribution · Commercial ethics and responsible selling · Customer retention, loyalty and lifetime value · Professional roles, boundaries and settings

5

Segmentation and Proposition

Segmentation, targeting and the useful segment · Value proposition and differentiation · Brand, reputation and communications · Evidence-based improvement

6

Pricing and Value

Pricing, price architecture and discounting · Value proposition and differentiation · Marketing measurement and attribution · CRM and sales technology

7

Route to Market

Route to market and channel design · Segmentation, targeting and the useful segment · Pricing, price architecture and discounting · Negotiation and closing commercial deals

8

Customer Experience

Customer service and CX strategy · Prioritising experience investments · Customer and journey analysis · Designing a service or experience improvement

9

Digital Channels

Digital channels and performance marketing economics · Digital and self-service transformation · Self-service and digital support · Social media customer care

10

Evidence and Analytics

Project KPIs and performance metrics · Quality and delivery metrics · Agile metrics and velocity · Project data, reporting and analytics

11

Commercial Finance

Pricing strategy · Customer lifetime value and profitability · Carbon markets and climate finance · Negotiation with buyers, suppliers and financiers

12

Distribution and Supply

Touchpoint and channel design · Operational efficiency and channel management · Banking products, services and delivery channels · Supply market analysis

13

Communication

The media and telecommunications landscape · The media business: audiences, advertising and subscription · Media planning and buying · Measurement and analytics for media and social campaigns

14

Leadership and Teams

Team leadership in customer service · Teller operations, cash handling and vault management · Team leadership in banking operations · Reconciliation and nostro/vostro management

15

Performance and Targets

Strategy execution and the balanced scorecard · Managing team performance and dynamics · High-performance team rituals and cadence · Contract performance and exit

16

Capability Development

Category management and strategy development · Supplier development and improvement · Real estate development and project appraisal · Attachment and developmental theory

17

Strategic Context

Training needs analysis and learning strategy · Strategic workforce planning and demand forecasting · Reward strategy and total reward frameworks · Wellbeing and holistic health strategy

18

Risk and Compliance

Governance of ESG and reporting · Legal and regulatory responsibility · Workplace and organisational contexts · Environmental legal compliance

19

Legal and Terms

Subcontractor and supplier management · Legal responsibilities and professional bodies · Goal setting and contracting · Advocacy and policy engagement

20

Campaigns and Projects

Territory and quota planning · Programme cycle management in NGOs · Strengths, flow and engagement · Event planning timelines, run sheets and production schedules

21

Operations

Quality assurance of audit · Competitive bidding processes · Business process mapping · The HR function: roles, operating models and value creation

22

Relationships and Partners

Negotiation and influencing · Wealth, SME and corporate relationships · Stakeholder communications · Stakeholder mapping and engagement

23

Ethics and Conduct

Marketing and sales ethics · Brand safety and responsible marketing · Sustainability and responsible marketing · Evidence-based practice and research literacy

24

International Markets

The agricultural sector: systems, actors and global food value chains · Transfer pricing and international tax · Cross-border data and transfers · Cross-cultural and global inclusion

25

Change and Adoption

Regulatory change management · Large-scale transformation and agile ways of working · Ethics of technology in practice · Emerging tools and innovation

26

People and Incentives

Workforce and shift management in retail · Professional writing and reports · Workforce management and scheduling · Workforce planning and scheduling

27

Sustainability

Sustainability certification and standards · Responsible and sustainable banking · Sustainable and green banking · Control environment and risk assessment

28

Learning and Research

Learning cultures and the learning organisation · Blended and hybrid learning design · Motivation and self-directed learning · Learning transfer and capability building

29

Markets and Customers

CRM systems and customer data · Unified customer view · Customer lifetime value · Voice of the customer to the business

30

Selling Practice

Accountability and follow-through · Negotiation and conflict management · Conflict resolution and negotiation · Marketing and sales: scope, roles and value

Every module opens in the learning portal with its full lesson set, worked examples, further reading and video masterclasses. 30 modules · 150 lessons.

Learning Outcomes

What You Will Achieve

Selling by Diagnosis — applied to your own work
Customer Journey and Recovery — applied to your own work
Measurement and Responsible Practice — applied to your own work
Segmentation and Proposition — applied to your own work
Pricing and Value — applied to your own work
Route to Market — applied to your own work

Enrolment Process

How to Get Certified

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Step 1: Choose Your Certification

You are viewing Certified Service Recovery and Service Excellence Expert — one of GLI's 1,990+ globally recognised professional certifications.

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Step 2: Enrol & Pay Online — Instantly

Click Enrol & Study Online to register and pay securely via Paystack, Visa, Mastercard, M-Pesa or bank transfer. Access is granted the moment payment is confirmed.

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Step 3: Study in the GLI Learning Portal

Work through 30 structured modules and 150 lessons at your own pace, with downloadable resources and expert-designed content — all inside the LMS.

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Step 4: Pass, Get Certified & Verified

Sit your final examination online, earn your certificate instantly, and receive a globally verifiable Certificate ID — plus GLI Alumni Network access.

🎓 Enrol & Study Online — Instant Access

Secure checkout · Instant LMS access · Globally verifiable certificate

Frequently Asked Questions

Common Questions

What is the CSRV certification?

The Certified Service Recovery and Service Excellence Expert (CSRV) is a Advanced-level professional certification awarded by the Global Leadership Institute (GLI). It is designed to equip professionals in customer service, contact-centre operations and customer experience with practical skills, internationally recognised frameworks, and the credentials needed to advance their careers.

Who should enrol in the CSRV?

This certification is ideal for Customer Service Representatives, Contact-Centre and Front-Office Staff, Customer Experience Professionals and Service and Support Team Leaders, and other professionals seeking to formalise their expertise in customer service, contact-centre operations and customer experience with a globally recognised credential.

How long does the CSRV certification take to complete?

The programme is structured over 11 Weeks and offers flexible learning modes. Self-paced learners can progress at their own schedule, while live virtual participants follow a structured cohort schedule with facilitator-led sessions.

Is the CSRV internationally recognised?

Yes. GLI certifications are recognised across 100+ countries and are aligned with recognised customer-experience and service-quality standards. Graduates receive a digital certificate, a physical certificate and CPD credits recognised by employers worldwide.

What is the cost of the CSRV certification?

The Certified Service Recovery and Service Excellence Expert is offered in two formats: Self-Paced at USD 399 and Live Virtual at USD 599. Corporate group rates are available for organisations enrolling 5 or more participants. Contact GLI for a bespoke corporate training quotation.

What does the CSRV certification include?

Enrolment includes all study materials and study guides, access to GLI's online learning portal, online examination, digital certificate and badge, physical certificate (posted), CPD credits, GLI alumni network membership, and ongoing facilitator support.

What is the assessment format for the CSRV?

The Certified Service Recovery and Service Excellence Expert is assessed through an online examination consisting of multiple-choice questions, case study analysis, and practical application assignments. The assessment is designed to evaluate real-world competency, not just theoretical recall.

What CPD credits do I earn from the CSRV?

The Certified Service Recovery and Service Excellence Expert carries Continuing Professional Development (CPD) credits, which can be applied towards professional body requirements including recognised international professional associations.

Can I study the CSRV while working full-time?

Absolutely. The self-paced option is designed for busy working professionals and allows you to study when and where it suits you. Live virtual sessions are typically scheduled in the evenings or on weekends to accommodate professional commitments.

What career outcomes can I expect from the CSRV?

Graduates progress towards senior customer-experience and service-operations roles. The CSRV strengthens your expertise in customer service, contact-centre operations and customer experience and positions you for advancement across corporates, retail, banks, telecoms and service organisations.

Graduate Voices

What Our Alumni Say

“

The curriculum was directly applicable to my daily work. I immediately applied what I learned and saw results within weeks of completing the programme.

Customer Experience Director

Private Sector

“

GLI's certification is the most practical professional programme I have attended. The international frameworks gave me credibility with my employer and clients.

Service Operations Manager

NGO Sector

“

I earned my CSRV while working full-time. The self-paced format made it possible, and the quality of the content is genuinely world-class.

Contact Centre Lead

Government

Certified Service Recovery and Service Excellence Expert

Certified Service Recovery and Service Excellence Expert

Certification at a Glance

Who Should Enrol?

Everything Included in Your Enrolment

Why This Certification Matters for Your Career

Core Competencies You Will Develop

Programme Modules

What You Will Achieve

How to Get Certified

Common Questions

What Our Alumni Say

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