How long does this certification take?

The programme is 12 Weeks and can be completed at your own pace through our self-paced online option, or alongside live virtual sessions.

Is this certification globally recognised?

Yes. GLI certifications are internationally recognised and carry CPD credits, making them valuable for career advancement worldwide.

What level is this certification?

This is a Advanced Level certification, suitable for professionals with relevant experience or background in the field.

You can enrol by emailing info@certifications.ac, contacting us via WhatsApp at +254 722 223 084, or filling the enrolment form below.

Certified Healthcare Customer Experience Professional in Papua New Guinea

Executive Summary

Certified Healthcare Customer Experience Professional

Designed for today’s high-impact professionals, the Certified Healthcare Customer Experience Professional (CHCEP) 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 12 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 CHCEP 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 Healthcare Customer Experience Professional

Acronym

CHCEP

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

Operational Excellence

Apply world-class frameworks to improve performance and outcomes

Strategic Thinking

Develop the analytical and strategic skills demanded at the executive level

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

Click any module to explore the detailed curriculum topics included in this certification.

Foundations and Strategic Context of Certified Healthcare Customer Experience Professional

Certified Healthcare Customer Experience Professional: industry context, trends and professional standards
Customer service and experience principles
The value of customer-centricity
Customer expectations and satisfaction
The customer experience (CX) discipline
Roles, standards and professional conduct
Service in the omnichannel era
Linking CX to business performance
Ethics and fair customer treatment
Service culture and brand promise
Career pathways and professional development

Mapping the Real Journey

Customer journey mapping and service design
Complaint handling and service recovery
Segmentation, targeting and the useful segment
CRM, sales operations and data discipline
Service standards, levels and measuring service
Voice of the customer and acting on feedback
Expanding into regional and export markets
Value proposition and differentiation
Pricing, price architecture and discounting
Route to market and channel design
The sales pipeline and forecasting discipline
Consultative selling and understanding the buyer
Marketing measurement and attribution
Customer retention, loyalty and lifetime value
Brand, reputation and communications

Moments That Decide Satisfaction

Customer journey mapping and service design
Complaint handling and service recovery
Customer retention, loyalty and lifetime value
Key account management and account planning
Tenders, proposals and the bid decision
Launching a product into a market
Managing distributors and channel partners
Commercial ethics and responsible selling
Market research and customer insight methods
Campaign planning and the content calendar
Digital channels and performance marketing economics
Negotiation and closing commercial deals

Designing Recovery

Complaint handling and service recovery
Customer journey mapping and service design
Commercial ethics and responsible selling

Retention, Loyalty and Value

Customer retention, loyalty and lifetime value
Marketing measurement and attribution
Customer journey mapping and service design

Proposition and Experience Together

Value proposition and differentiation
Brand, reputation and communications
Customer journey mapping and service design

Measuring Experience Honestly

Marketing measurement and attribution
Customer retention, loyalty and lifetime value
Complaint handling and service recovery

Relationships and Partners

Partnership building and multi-stakeholder platforms
Data products and stakeholder value
Relationship management and retention
Stakeholder mapping and collaboration
Influencing and presenting insights
Managing difficult stakeholders
The coaching relationship
Stakeholder mapping in banking
Negotiation and influencing
Relationship management and cross-selling
Wealth, SME and corporate relationships
Stakeholder management and relationships
Internal customers and business partnering
Influencing and negotiation with stakeholders
Supplier segmentation and relationship strategy

Ethics and Conduct

AI, ethics and algorithmic accountability
Ethical supply chains
Discipline, conduct and fair-process management
Conflicts of interest and integrity
Ethical use of AI and analytics in HR
Corporate social responsibility and ESG
Professional ethics and codes of conduct in HR
Integrity in reporting and investigation
Roles, responsibilities and consultation
Ethics and responsible innovation
The manager's roles, responsibilities and mindset
Roles, conduct and professional standards in banking
Ethics, responsibility and digital citizenship
Professional ethics in technology
Data ethics, privacy and protection

International Markets

Analytical techniques and bias
Global sourcing and trade
Preparing financial statements
Transfer pricing and international tax
Cross-border data and transfers
Cross-cultural and global inclusion
Global and comparative HR contexts
Cross-cultural communication
Self-awareness and the leader's identity
Ethics and responsible leadership
Productivity, collaboration and workflow tools
Interpreting financial statements
Budget vs actual and variance

Change and Adoption

Change management models (Kotter, ADKAR, Lewin)
Culture change and behaviour embedding
Cost and profitability analysis
Forecasting and planning
User adoption and change
Digital transformation and IT strategy
Variations, claims and delay: managing change on site
Change talk and readiness
Habit change and behaviour design
Change control and configuration
Organisational change management
Baseline setting and change control
Sales and marketing transformation
Measuring growth and transformation impact
Data visualisation for finance

People and Incentives

The employee lifecycle and HR value chain
Strategic workforce planning and demand forecasting
Communicating risk to the workforce
Workforce and shift management in retail
Workforce management and scheduling
Workforce planning and scheduling
Employee experience and engagement
Customer and employee satisfaction
Employee engagement models and drivers
Servant leadership and self-organising teams
Stakeholder engagement strategy

Sustainability

Sustainability reporting and disclosure
Embedding sustainability in sourcing
Mine water, tailings and environmental management
Integrated and sustainability reporting
The project environment and stakeholders
Sustainability and social impact in projects
Market analysis and environmental scanning
Sustainability and responsible marketing
Monitoring sustainability outcomes
Monitoring, evaluation and sustainability plan
Sustainability certification and standards
Supply markets and the enabling environment
Sustainability and responsible sourcing
Sustainable procurement principles and standards
Environmental, social and governance (ESG)

Learning and Research

Cognitive load and learning science
Adult learning theory (andragogy)
The learning and development profession
The learning ecosystem and stakeholders
Learning strategy and business alignment
Learning cultures and the learning organisation
Blended and hybrid learning design
Motivation and self-directed learning
Training needs analysis and learning strategy
Knowledge management and capability building
Monitoring, evaluation and learning for accountability
Complaint data and learning
Lessons learned and knowledge management
Decision support and insight

Markets and Customers

Brand strategy, identity and equity
Value proposition and messaging
Brand health and measurement
Building strategic customer relationships
Customer success and retention
Customer lifetime value and profitability
Customer data platforms and segmentation
Market research design and methods
Customer experience and journey mapping
Competitive and market intelligence
Segmentation and needs analysis
Customer segmentation and needs analysis
Customer journey and experience design
Brand and corporate reputation
Spend analysis and segmentation

Selling Practice

Comparable sales analysis and market evidence
Listing, marketing and selling property
Property viewings, offers and negotiation to close
Proposal development and donor reporting
The vehicle sales process from enquiry to delivery
Retail performance metrics: sales densities, conversion and basket
Psychodynamic and psychoanalytic approaches
Management accounts and dashboards
Attachment and developmental theory
Complaints, accountability and fitness to practise
Accountability and follow-through
Sales analytics and forecasting tools
E-commerce and marketplace selling
Field sales and territory management
Sponsorship and negotiation selling

Customer Experience

Customer retention in the vehicle ownership cycle
Service quality and the passenger experience in transport
Customer loyalty and repeat purchase in retail
Professional roles, boundaries and settings
Journey and process redesign
Professional ethics in customer service
Customer service and CX strategy
Prioritising experience investments
Customer and journey analysis
Designing a service or experience improvement
Customer experience strategy
Loyalty programmes and rewards
Team leadership in customer service
Retention, loyalty and lifetime value
Interaction and experience design

Digital Channels

Automation, RPA and straight-through processing
Cybersecurity and fraud technology
Technology governance and change control
Digital credit and alternative data
The technology landscape and trends
Digital accessibility and inclusion
Bridging business and technology
Treasury technology and systems
The finance function and digital transformation
Digital ethics and responsible AI
GRC platforms and technology
Automation and safety technology
Ethical principles and codes of practice
Emerging-technology evaluation
Digital procurement and the future of the profession

Evidence and Analytics

Record-keeping and data protection
Evidence-based improvement
Evidence-based practice
Evidence-based practice and research literacy
Psychometric and screening tools
Discovery interviews and evidence gathering
Project KPIs and performance metrics
Quality and delivery metrics
Agile metrics and velocity
Project data, reporting and analytics
AI and predictive project analytics
Managing boundaries and dual relationships
Baseline surveys and data collection tools
Yield, productivity and profitability metrics
Data quality, analysis and reporting

Commercial Finance

Revenue management and yield
Forecasting revenue and demand
Budget, ROI and feasibility analysis
Pricing strategy
Carbon markets and climate finance
Access to finance, grants and investment
Financial and technical feasibility analysis
Peer support and consultation
Cost, feasibility and impact analysis
The banking system, intermediation and financial markets
Types of banks and financial institutions
SME lending and value-chain finance
Microfinance and group lending
Financial inclusion and agency banking
Sustaining ethical, effective practice

Distribution and Supply

Touchpoint and channel design
Operational efficiency and channel management
Banking products, services and delivery channels
Supply analysis, gaps and scenario planning
Talent sourcing channels and pipelines
Procurement and supply chain: scope and value
The procurement cycle and operating models
Procurement’s contribution to organisational strategy
Public versus private procurement
Leading procurement projects and change
Team leadership in procurement
Omnichannel and channel management
Fair trade and responsible supply
Real estate marketing channels and property portals
Procurement and asset management under donor rules

Communication

Presenting risk and recommendations
Risk registers and reporting
The media and telecommunications landscape
The media business: audiences, advertising and subscription
Media planning and buying
Measurement and analytics for media and social campaigns
Regulation, ethics and misinformation in media and telecoms
Financial reporting frameworks (IFRS/GAAP)
Reporting quality and governance
Communicating financial results
Professional case study and presentation
Executive communication and presence
Professional reporting and documentation
Presenting sourcing recommendations
Managing supplier communications

Leadership and Teams

Communicating and reporting to leadership
Team leadership within HR
Stakeholder engagement and risk management
Safety management systems overview (ISO 45001)
Safety culture and leadership
Management and board reporting
Influencing and safety leadership
Ethical frameworks and codes of practice
Environmental management systems (ISO 14001)
Duty of care and risk management
Management review and improvement
Reporting to leadership
Capacity and performance management
Team leadership in field and project settings
Legal responsibilities and professional bodies

Performance and Targets

Continuous feedback and performance conversations
Client feedback and satisfaction
Policy, planning and objectives
Strategy execution and the balanced scorecard
Managing team performance and dynamics
High-performance team rituals and cadence
Contract performance and exit
Performance measurement and scorecards
Managing underperformance and risk
Managing schedule and budget performance
Setting objectives and marketing KPIs
Performance and dispute management
Performance scorecards and reviews
Investment principles and objectives
Performance measurement and attribution

Capability Development

Group and team coaching
Development banking and project finance
Message development and testing
Supplier development and innovation
The working alliance and coaching presence
The boundary between coaching and therapy
Questioning, listening and the coach’s restraint
Goal setting and behavioural change in coaching
Feedback, challenge and psychological safety in coaching
Mentoring, sponsorship and developmental relationships
Evaluating coaching outcomes
Building a coaching culture
Measuring coaching and mentoring impact
Capability and skills frameworks
Leadership and management development

Strategic Context

Turning strategy into results
Category management and strategy development
Sourcing strategies and portfolio (Kraljic)
Negotiation strategy and planning
Strategic customer relationships
Manufacturing strategies: make-to-stock, make-to-order and batch versus flow
Content strategy across platforms
Business case and strategic alignment
Strategic alignment of investments
Competitive analysis and differentiation
Product and portfolio strategy
Business models for new tech
Vision, mission and strategic intent
Business model design and innovation
Setting strategic priorities and choices

Risk and Compliance

Risk treatment and countermeasures
Intelligence-led risk assessment
Continuous risk monitoring
Programme governance
Real estate regulation, licensing and professional conduct
Grant compliance and restricted funding management
NGO governance, boards and registration
How insurance works: risk pooling and the value chain
Underwriting principles and risk selection
Insurance regulation and consumer protection
Vehicle documentation, compliance and consumer protection
Managing risk and difficult cases
Contract types and risk allocation
Contract governance and compliance
Security governance and management systems

Legal and Terms

Procurement and contract management
Advocacy and policy engagement
Lessons learned and development
Contract law and formation
Contract exit and renewal
Contracting and the three-way agreement
The regulatory and legal environment
Employment law framework and contracts of employment
Health and safety legal duties
Employment relationship and the psychological contract
Designing an HR intervention or policy
Legal, cost and feasibility analysis
Contractor and visitor safety
Legal and other requirements
Contract administration and variation

Campaigns and Projects

Communications strategy and planning
Tender planning and documentation
Continuous improvement of programmes
Project management principles and lifecycle
Driving effective, ethical outcomes
Cost reduction and efficiency programmes
Tax planning, avoidance and evasion distinguished
Compliance frameworks and programmes
Managing HR projects and change
Onboarding and induction programme design
Safety communication and campaigns
Projects, programmes and portfolios
Project management standards (PMI, PRINCE2)
Project roles and the project manager
Project governance and assurance

Operations

Quality planning and assurance
Quality control and continuous improvement
Integrated risk and quality control
Data quality and governance
Traceability, recall and quality assurance systems
Designing and facilitating groups
Innovation in service delivery
Quality monitoring and coaching
Customer-centric operating models
Operational efficiency and productivity
Coaching and quality monitoring
Reconciliation and end-of-day processes
Operating-model and process re-engineering
Service quality and turnaround metrics
Designing a banking solution or process

Learning Outcomes

What You Will Achieve

Establish a comprehensive understanding of Certified Healthcare Customer Experience Professional principles aligned with recognised customer-experience and service-quality standards
Apply evidence-based methods to improve customer service, contact-centre operations and customer experience
Master customer service excellence and standards and contact centre and multichannel operations
Apply complaint handling and service recovery and customer experience design and journey mapping in real-world settings
Lead risk management, quality and compliance relevant to your field
Design stakeholder engagement and professional communication strategies
Use data-driven decision-making and performance-measurement tools effectively
Apply internationally recognised best practice to advance your career in customer service

Enrolment Process

How to Get Certified

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

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Frequently Asked Questions

Common Questions

What is the CHCEP certification?

The Certified Healthcare Customer Experience Professional (CHCEP) 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 CHCEP?

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 CHCEP certification take to complete?

The programme is structured over 12 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 CHCEP 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 CHCEP certification?

The Certified Healthcare Customer Experience Professional is offered in two formats: Self-Paced at USD 449 and Live Virtual at USD 649. Corporate group rates are available for organisations enrolling 5 or more participants. Contact GLI for a bespoke corporate training quotation.

What does the CHCEP 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 CHCEP?

The Certified Healthcare Customer Experience Professional 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 CHCEP?

The Certified Healthcare Customer Experience Professional carries Continuing Professional Development (CPD) credits, which can be applied towards professional body requirements including recognised international professional associations.

Can I study the CHCEP 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 CHCEP?

Graduates progress towards senior customer-experience and service-operations roles. The CHCEP 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.

Certified Healthcare Customer Experience Professional

Certified Healthcare Customer Experience Professional

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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