ILM Accredited - Assessing Customer Service Standards

This instructor-led-training will show you to get actionable insights from your customer base

Course Overview

Course Details
Instructor Led Training
Duration: 3 days
Workshop size: 25 participants
Delivery: Classroom or Online
ILM Course Code: E46D-01

Course Objectives

Understand organisational requirements for managing customer care
Understand customer service standards
Know how to monitor customer service performance
Know how to assess the delivery of customer service
Understand the process of managing a customer complaint system
Understanding the concept and importance of service mind-set and ways of developing it

Training Techniques

Experiential learning
Case studies
Group learning and discussion
Individual challenges
Collaborative and competitive tasks
Training videos
Role plays and simulations

Overview

Here is what we will cover in
this course

Customer Service Essentials

-Service definitions

-What customer care means

-Links to operational excellence

-Knowing your customers

-How customers perceive you

High Quality Service Levels

-RATER model

-Customer expectations
–Kano Model

-Government service standards

Improving Service Standards

-Standards of service

-Measuring service standards

-Reporting on service standards

-Maintaining service standards

Measurement Tools

-Customer satisfaction (CSAT)

-The Gap Model

-The Apostle Model

Evaluating Service Levels

-Customer Service Competencies

-Evidence of a competency

-Rating evidence

-Measurement pitfalls

Managing Service Staff

-Handling performance concerns

-Giving feedback – SBI

-Service recovery

ABOUT THE ACCREDITATION

ILM Assured

The ILM organisation is based in the United Kingdom, guarantees the quality of training through a rigorous auditing and supervisory process. Through certifying our courses with ILM, you are assured of investing in world-class education and skill development.

Patrick Jones - Course author