How long does this certification take?

The programme takes 11 Week 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@leadership.co.ke, 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 Diversity-Responsive Customer Service Expert (CDIV) | Online Certification

Executive Summary

Certified Diversity-Responsive Customer Service Expert

Designed for today’s high-impact professionals, the Certified Diversity-Responsive Customer Service Expert (CDIV) 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 Week programme is structured around recognised customer-experience and service-quality standards, ensuring every graduate applies internationally validated methods to real-world challenges.

GLI’s CDIV 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 Diversity-Responsive Customer Service Expert

Acronym

CDIV

Who Should Enrol?

Service Standards and Measurement — applied to your own work
Conduct and Fair Treatment — applied to your own work
Complaints as Information — applied to your own work
Recovery and First-Contact Authority — applied to your own work
The Journey Behind the Contact — applied to your own work
Retention and Lifetime Value — applied to your own work

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

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

Foundations and Strategic Context of Certified Diversity-Responsive Customer Service Expert

Certified Diversity-Responsive Customer Service Expert: 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

Service Standards and Measurement

Marketing measurement and attribution
Customer journey mapping and service design
Complaint handling and service recovery
Analytical techniques and bias
Structural and strategic approaches
Preparing financial statements
Working with conflict and change
Financial reporting frameworks (IFRS/GAAP)
Interpreting financial statements
Integrated and sustainability reporting
Reporting quality and governance
Family intervention planning
Management accounts and dashboards
Budget vs actual and variance
Cost and profitability analysis

Conduct and Fair Treatment

Commercial ethics and responsible selling
Complaint handling and service recovery
Brand, reputation and communications
Forecasting and planning
Discovery and needs analysis
Consultative and solution selling
Presenting and demonstrating
Data visualisation for finance
Negotiation and closing
Pipeline and opportunity management
Account planning and whitespace
Decision support and insight
Managing complex accounts
Communicating financial results
Psychodynamic and psychoanalytic approaches

Complaints as Information

Complaint handling and service recovery
Customer journey mapping and service design
Customer retention, loyalty and lifetime value
Attachment and developmental theory
Professional roles, boundaries and settings
Peer support and consultation
Duty of care and risk management
Segmentation, targeting and the useful segment
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
Market research and customer insight methods
Campaign planning and the content calendar

Recovery and First-Contact Authority

Complaint handling and service recovery
Customer journey mapping and service design
Commercial ethics and responsible selling
Digital channels and performance marketing economics
Negotiation and closing commercial deals
Key account management and account planning
Tenders, proposals and the bid decision
Launching a product into a market
Managing distributors and channel partners
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
The sales process and methodology
Record-keeping and data protection

The Journey Behind the Contact

Customer journey mapping and service design
Complaint handling and service recovery
Customer retention, loyalty and lifetime value
Client feedback and satisfaction
Evidence-based improvement
Managing risk and difficult cases
Lessons learned and development
Designing and facilitating groups
Psychoeducation and workshops
Working with organisations on wellbeing
Designing an intervention or programme
Professional case study and presentation
Coaching and skill development
Evidence-based practice
Territory and quota planning

Retention and Lifetime Value

Customer retention, loyalty and lifetime value
Customer journey mapping and service design
Marketing measurement and attribution
Market research and intelligence
Data privacy, consent and compliance
Make-versus-buy decisions
Sourcing portfolios (Kraljic)
Global sourcing and trade
Risk assessment and safety planning
Performance and dispute management
Treatment planning and review
Managing complexity and comorbidity
Performance scorecards and reviews
Workplace and organisational contexts
Goal setting and action planning

Commercial Finance

Flexible budgets and rolling forecasts
Responsibility accounting and cost centres
Cost reduction and efficiency programmes
Capital budgeting: NPV, IRR and payback
Cost of capital and WACC
Capital structure and financing decisions
Financial modelling and scenario analysis
Short-term financing and money markets
Financial risk management and derivatives
Interpreting financial performance
Pricing, contribution and product decisions
Financial, management and cost accounting distinguished
Financial statements and the accounting equation
Stakeholders and users of financial information
Ethics and professional standards in finance

Distribution and Supply

Supply markets and the enabling environment
Digital procurement and the future of the profession
Sustainable procurement principles and standards
Fair trade and responsible supply
Real estate marketing channels and property portals
Procurement and asset management under donor rules
Water supply systems: sources, treatment and distribution
The retail landscape: formats, channels and the informal market
Habit change and behaviour design
Accountability and follow-through
Procurement and stock management for health commodities
Procurement and contract management
Go-to-market and channel strategy
Omnichannel and channel management
Touchpoint and channel design

Communication

Communication and conflict patterns
Dashboards and performance reporting
Professional presentation and pitching
Reporting to leadership
Media and public communication
Facilitation, training and public presentation skills
Communicating technical information to diverse audiences
Data quality, analysis and reporting
Professional report writing and presentation
Communication and interpersonal skills
Social media customer care
The media business: audiences, advertising and subscription
Media planning and buying
Social media management: platforms, communities and algorithms
Measurement and analytics for media and social campaigns

Leadership and Teams

Performance management in sales
Building high-performing sales teams
Servant leadership and self-organising teams
Communication planning and management
Negotiation and conflict management
Virtual and distributed teams
Team leadership and motivation
Project management software and tools
Portfolio and resource management systems
Document and configuration management
Programme management principles
Liquidity risk and asset-liability management
Business continuity and crisis management
Sanctions screening and PEP management
Relationship management and cross-selling

Performance and Targets

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
Retail performance metrics: sales densities, conversion and basket
Project KPIs and performance metrics
Managing schedule and budget performance
Setting objectives and marketing KPIs
Marketing and sales KPIs and dashboards
Capacity and performance management
Social performance and outreach
Investment principles and objectives
Performance management systems and cycles
Performance measurement and KPI dashboards

Capability Development

Feedback and developmental conversations
Career and talent development
Building a coaching culture
Measuring coaching and mentoring impact
Capability and skills frameworks
Leadership and management development
Coaching models and frameworks (GROW)
Training needs analysis and learning strategy
Competency framework development
Succession planning and talent pipelines
Facilitation, coaching and mentoring
Sales enablement and coaching
Quality monitoring and coaching
Coaching and quality monitoring
Training and capability building

Strategic Context

Measuring strategic progress
Turning strategy into results
Digital transformation and IT strategy
Procurement’s contribution to organisational strategy
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
Wellbeing and resilience coaching
Customer service and CX strategy
Sustaining strategic customer focus
Customer experience strategy

Risk and Compliance

Governance of ESG and reporting
Legal and regulatory responsibility
Measuring coaching outcomes
Environmental legal compliance
Strengths, flow and engagement
Designing a safety programme or control
Risk assessment methodology and matrices
Dynamic and site-specific risk assessment
Residual risk and ALARP
Risk registers and monitoring
Communicating risk to the workforce
Continuous risk monitoring
Programme governance
Real estate regulation, licensing and professional conduct
Grant compliance and restricted funding management

Legal and Terms

Meaning, purpose and values
Subcontractor and supplier management
Legal responsibilities and professional bodies
Goal setting and contracting
Procurement and contract value
Advocacy and policy engagement
Contract law and formation
Contract exit and renewal
The regulatory and legal environment
Employment relationship and the psychological contract
Legal, cost and feasibility analysis
Legal and other requirements
Contract types and risk allocation
Contract administration and variation
Contract governance and compliance

Campaigns and Projects

Scheduling and planning tools
Project data, reporting and analytics
Automation in project delivery
AI and predictive project analytics
Emerging project technologies
Programme governance and assurance
Measuring programme success
Leading project teams
Evidence-based practice and research literacy
Building high-performing project teams
Marketing planning and budgeting
Project management standards (PMI, PRINCE2)
The project environment and stakeholders
Project roles and the project manager
Project governance and assurance

Operations

Industrial utilities, energy and process safety interfaces
Data, records and confidentiality tech
Service quality and the passenger experience in transport
Mineral processing and beneficiation
Quality management on site: inspections, hold points and defects
Healthcare quality, safety and accreditation
Practice management systems
Outcome and process measures
Quality and delivery metrics
Delivery, quality and stakeholder plan
Quality planning and assurance
Business process mapping
The HR function: roles, operating models and value creation
Quality assurance and standards
Continuous improvement of finance processes

Relationships and Partners

Stakeholder rights and fair treatment
Stakeholder identification and analysis
Stakeholder engagement strategy
Managing expectations and influence
Building project relationships
Influencer and affiliate marketing
Building strategic customer relationships
Partnering and co-creation with customers
Negotiation with clients and partners
Psychometric and screening tools
Partnership building and multi-stakeholder platforms
Influencing and persuasion
Categories of spend and stakeholders
Managing boundaries and dual relationships
Stakeholder and sponsor management

Ethics and Conduct

Ethics and responsible leadership
Professional standards and ethics (CIPS)
Sustainability and responsible sourcing
Ethics and professional conduct in security
Corporate responsibility and community
Ethics and treating customers fairly in insurance
Ethical principles and codes of practice
Sustaining ethical, effective practice
Ethical frameworks and codes of practice
Driving effective, ethical outcomes
Ethical, risk and feasibility considerations
Responsible and sustainable banking
Data ethics and customer privacy
Bribery, corruption and conduct risk
Ethics and independence

International Markets

Agribusiness marketing, branding and export readiness
Grades, standards and export certification (GlobalG.A.P.)
Export readiness and standards
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
Global and comparative HR contexts
Global sourcing and international trade
International and cross-border tax
Emerging tools and innovation
Traceability, certification and export requirements
Key global frameworks: FAO, GlobalG.A.P., SDGs and national strategies

Change and Adoption

Digital transformation in banking
Foreign exchange and treasury operations
Technology governance and change control
Foreign exchange and hedging
Foreign exchange and currency risk
Regulatory change management
Large-scale transformation and agile ways of working
Working with referrers and multidisciplinary teams
Communicating with families and carers
Variations, claims and delay: managing change on site
Change talk and readiness
Professional writing and reports
Digital and market transformation
Behaviour change and adoption of innovations
Customer experience transformation

People and Incentives

Strategic workforce planning and demand forecasting
Workforce and shift management in retail
Psychoeducation and public communication
Workforce management and scheduling
Workforce planning and scheduling
Employee experience and engagement
Customer and employee satisfaction
Employee engagement models and drivers
The employee lifecycle and HR value chain
Cost of workforce and ROI of HR interventions
Employee and manager self-service
Workforce reporting and storytelling with data
Managing difficult conversations

Sustainability

Sustainable and green banking
Control environment and risk assessment
Emerging assurance areas (ESG)
Sustainability, ESG and integrated value
Building trust and engagement
Trends: ESG, transparency and stakeholder capitalism
ESG principles and frameworks
Sustainability strategy and materiality
Environmental governance and climate risk
Sustainability standards (GRI, ISSB)
Leading groups and workshops
Policy, institutions and the enabling environment for agriculture
The business case for productivity, quality and sustainability
Monitoring, evaluation and sustainability plan
Sustainability certification and standards

Learning and Research

Lessons learned and knowledge management
Collaboration and teamwork
Complaint data and learning
Cognitive load and learning science
The learning and development profession
Learning cultures and the learning organisation
Blended and hybrid learning design
Motivation and self-directed learning
Knowledge management and capability building
Monitoring, evaluation and learning for accountability
Integrated project planning
Writing advisory reports that drive decisions

Markets and Customers

Customer data and CRM
Competitive and market intelligence
Segmentation and needs analysis
Market access, buyers and contract farming
Agricultural value chains and market linkages
Regulatory compliance and market requirements
Market systems and price discovery
Market linkages and aggregation
Demand analysis and market intelligence
Branding and product differentiation
Professional ethics in customer service
Market research design and methods
Customer experience and journey mapping
Designing voice-of-customer programmes
Aligning service to brand and business

Selling Practice

Sales analytics and metrics
Forecasting and pipeline health
CRM and sales technology
Commercial negotiation and value capture
Designing a marketing or sales strategy
Key account management strategy
Account planning and whitespace analysis
Managing large and complex accounts
Sales analytics and forecasting tools
E-commerce and marketplace selling
Field sales and territory management
Advisory and needs-based selling
Accounting concepts, principles and the regulatory landscape
Stakeholders, agency and accountability
Setting goals, roles and accountability

Customer Experience

Customer retention in the vehicle ownership cycle
Customer loyalty and repeat purchase in retail
Complaints, accountability and fitness to practise
Customer success and retention
Journey and process redesign
Complaints, redress and accountability
Prioritising experience investments
Designing a service or experience improvement
Customer service technology stack
Customer loyalty and advocacy
Loyalty programmes and rewards
Customer journey and experience design
Retention, loyalty and lifetime value
Interaction and experience design
Buyer behaviour and the customer journey

Digital Channels

Digital disruption and modern go-to-market
Digital and data-driven go-to-market
Digital marketing strategy
Email and marketing automation
Marketing technology stack
CRM and marketing automation platforms
Scaling technologies and business models
Digital advisory, e-extension and mobile services
Self-service and digital support
Technology selection and integration
Emerging service technologies
Bancassurance and digital insurance models
Telehealth and digital care delivery
Projects, programmes and portfolios
Ethics of technology in practice

Evidence and Analytics

Web and campaign analytics
Customer data platforms and segmentation
Web, campaign and funnel analytics
Qualitative and quantitative research
Translating insight into strategy
Project governance frameworks
Reporting to boards and executives
Baseline surveys and data collection tools
Yield, productivity and profitability metrics
Managing organisational politics
Compliance and regulatory projects
Data quality, integration and master data
Leading and lagging metrics
Data collection and analytics
Predictive safety analytics

Learning Outcomes

What You Will Achieve

Service Standards and Measurement — applied to your own work
Conduct and Fair Treatment — applied to your own work
Complaints as Information — applied to your own work
Recovery and First-Contact Authority — applied to your own work
The Journey Behind the Contact — applied to your own work
Retention and Lifetime Value — applied to your own work

Enrolment Process

How to Get Certified

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Frequently Asked Questions

Common Questions

What is the CDIV certification?

The Certified Diversity-Responsive Customer Service Expert (CDIV) 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 CDIV?

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 CDIV certification take to complete?

The programme is structured over 11 Week 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 CDIV 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 CDIV certification?

The Certified Diversity-Responsive Customer Service 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 CDIV 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 CDIV?

The Certified Diversity-Responsive Customer Service 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 CDIV?

The Certified Diversity-Responsive Customer Service Expert carries Continuing Professional Development (CPD) credits, which can be applied towards professional body requirements including recognised international professional associations.

Can I study the CDIV 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 CDIV?

Graduates progress towards senior customer-experience and service-operations roles. The CDIV 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 Diversity-Responsive Customer Service Expert

Certified Diversity-Responsive Customer Service 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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