Customer Service – ILM Unit Certificate

The ILM Unit Certificate – Understanding Customer Service Standards and Requirements – has a strong practical and interactive focus to ensure practical results.
Objectives

• Understanding the role of customer service
• Understanding customer needs and expectations
• Improve interpersonal communication skills
• Handle complaints and irate customers effectively

Content

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

Certification
Participants receive the Griffin College Certificate in Managing Customer Service.

Participants have the option to receive the ILM Unit Certificate – ‘ Understanding Customer Service Standards and Requirements’ on completion of a written assignment and payment of the ILM student registration and certification fee.

Duration and Times

The course runs over 1 day from 9:30 am to 4:00 pm with a break at lunchtime.

The course is delivered online in real time by the tutors.

E&OE