Managing Customer Service - ILM Unit Certificate

Course details

Customer service is the key to an organisation’s professional image and is therefore vital to any organisation’s success. The aim of this course is to introduce participants to the basics of customer service and care.

Participants will be introduced to the key aspects of customer service, customer needs and expectations, the basics of good interpersonal communication, the purpose and impact of effective customer service and how to deal with irate customers.

Objectives:

• Understanding the role of customer service
• Understanding customer needs and expectations
• To improve interpersonal communication skills
• To handle complaints and irate customers effectively

Content:

• The Basics of Customer Service and Customer Care
• Customer Needs and Expectations
• The Keys to Good InterpersonalCommunication
• Barriers to Effective Communication
• Basics of Positive Assertive Behaviour
• Dealing with Complaints and Irate Customers
• Practical Customer Care

Entry:

The Institute of Leadership and Management (LM )operates an ‘Open Entry’ policy but prospective participants should be able to apply what they learn on the course in an organisational setting (need not be in a job).

Certification:

Participants receive the Griffin College Certificate in Managing Customer Service

Participants have the option to receive the ILM Unit Certificate in ' Managing Customer Service ' on completion of a written assignment and payment of the ILM student registration and certification fee.