Course description
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
Distance Learning and Online Courses are offered in a number of different formats, these include correspondence courses (by post), online via computer or a combination of online and classroom instruction (blended learning).. View 
Further Education and PLCs (Post Leaving Cert Courses) have become a popular alternative to the CAO system here in Ireland. PLC Courses are validated by QQI (Quality & Qualifications Ireland) at levels 5 & 6 of the NFQ.. View 
Evening courses and part time learning options are a great way to enhance a CV, to socialise and make friends, as well as learn something completely new. There are an abundance of night courses and evening classes available.. View