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

Overview

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

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