ILM Accredited - Customer Service Standards

This instructor-led-training will show you how to keep every customer happy, every time.

Course Overview

  • Course Details         

  • Instructor Led Training
  • Duration: 5 days
  • Workshop size: 25 participants
  • Delivery: Classroom or Online
  • ILM Course Code: E46D-02  

Course Objectives

  • Understand customer care and the benefits of good customer care
  • Know how to satisfy customer needs
  • To recognize the importance of proper etiquette as it relates to business situations
  • To understand the elements and characteristics of proper etiquette
  • Understand the importance of service level agreements
  • Understand the importance of collecting, storing and interpreting customer feedback

Training Techniques 

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


Here is what we will cover in
this course

Understanding Customer Care

-Recognising different types of customers
-Identifying their needs and expectations
-The nature and purpose of service standards
-Gain familiarity with set standards
-Performance indicators
-Establish best practice
-Techniques for performance improvement

Managing the Transaction

-Active listening, contrasting good vs bad listeners
-Using feelings commentary in customer service
-Offering help and being proactive
-The role of open and closed questions

Service Recovery

-Diagnosing service problems
-Solving service problems
-Successfully handle customer complaints
-Agree on a strategy to recover from major setbacks -Regain the loyalty of customers

Customer Feedback

-Initiating and obtaining feedback
-Capturing data on the CRM
-Interpreting feedback
-Using customer feedback to enhance service
-Develop techniques for improving performance

Managing the Relationship

-Recognising basic customer profiles
-Moments of truth
-Framing conversations positively
-Verbal and non-verbal communication
-Adopting an assertive style

The Language of Customer Service

-Greeting customers
-Key phrases for communicating face-to-face and over the phone
-Effective communication when dealing with complaints, enquiries, new leads and operational queries


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
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