ILM Accredited - Developing a Culture of Customer Care
This instructor-led-training will guide through the steps you need to take to spread a culture of customer service through your team
Course Overview
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Course Details
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Instructor Led Training
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Duration: 2 days
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Workshop size: 25 participants
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Delivery: Classroom or Online
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ILM Course Code: D53C-01
Course Objectives
- Understand the importance of customer care
- Set standards of performance
- Deal with complaints
- Develop interpersonal skills
- Create a positive first impression
- Develop listening and questioning skills
- Develop a commitment to customer service
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 Service
-Identify internal and external customers
-Identify customer needs, wants and expectations
-Describe roles and responsibilities
-Relate customer care to operational excellence
Improving Customer Service
-Describe the purpose of customer service standards
-Set standards of performance
-Identify sources of feedback
-Measure performance
Handling Complaints
-Communicate effectively
-Active listening
-Use different questioning skills
-Use models for handling complaints
-Build lasting relationships
-Be proactive
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.