Online MBA in Customer Service Management: Program Information

Get info about online MBA programs in customer service management. Read about program requirements, course topics and degree levels, as well as career and continuing education options.

Essential Information

A very limited number of schools offer an MBA program with a specialization in customer relationship management. Students can instead find more general MBA programs provided remotely. Courses can be completed fully online, but they may come with yearly residency requirements. Attendance at an introductory information session may also be required. Admission into this program requires a bachelor's degree, as well as a passing grade on GMAT or TOEFL test and students should possess work experience. Students may find customer service management covered in specializations like healthcare management and marketing.

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Master of Business Administration

Prospective customer service managers explore advanced skills in all areas of business, including customer service, marketing, operations, communication, finance, teamwork development, current technology and strategic planning. Applicants must provide proof of a bachelor's degree, as well as Graduate Management Admission Test (GMAT) or Test of English as a Foreign Language (TOEFL) scores and a resume including required work experience. Schools may also require attendance at a virtual information session to learn about their programs. Specializations are available in international or healthcare management, operations and supply chain management, finance, entrepreneurship, technology or marketing.

Program Information and Requirements

Online MBA programs take about two years to complete. Depending on the school requirements, coursework is divided into terms or modules and may include residency requirements. Some programs allow attendance at a student's convenience, while others hold live classes at specific times using web-conferencing software. Testing or performance assessments are also completed online through grading software such as TaskStream. Other typical learning resources included online textbooks, e-learning modules, simulations, tutorials, study guides and virtual labs.

System requirements vary by program, but may include a specific operating system and upload speed. Some programs require a headset, microphone and webcam for attendance at live lectures. Other resources typically include technical support via the Internet, e-mail or a designated hotline phone number.

List of Common Courses

Coursework focuses on advanced general business skills for managers. Typical topics of study include customer relationships, marketing, financial accounting, decision-making, ethics, quality management and organizational management. Some common online courses are described below.

Creating, Managing and Sustaining Customer Markets

This class analyzes customer needs and strategies used in gaining competitive advantages. Online learners investigate effective marketing communication skills, design processes and marketing techniques used to develop superior customer service.

Organizational Communication and Management

Students learn to manage human resources and improve economic performance of business organizations. Topics of exploration include communication, cooperation, adaptation and performance. Management, cross-functional teams and corporate culture are also explored.

Business Decision Making

Concepts used in business to analyze, develop and implement positive decisions in the workplace are the focus of this course. The curriculum also covers current economic, technological, legal, ethical, local, regional, global and socio-political trends in implementing competitive business strategies.

Career Information for Graduates

According to the U.S. Bureau of Labor Statistics (BLS), almost every industry needs customer service employees and in 2014, companies were expected to focus on customer relationships resulting in growth in the industry. The BLS also reported that first-line supervisors and managers earned a median annual wage of $72,300 in non-retail sales and a median annual wage of $38,310 in retail sales in May 2015. In contrast, the median annual wage for general and operations managers in May 2015 was $97,730.

Continuing Education Information

Online Ph.D. programs are available in business concentrations for those wishing to pursue further education. Although customer service is not a major in these programs, the business administration curriculum typically includes courses in management, organization and relationship-building skills.

While it is rare to find a program that offers an MBA with a specialization in customer service management, you will be able to find fully online courses available in a general MBA program with a yearly residency required. You must already have a bachelor's degree, as well as GMAT or TOEFL scores readily available in order to apply.

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