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

Course Details
Instructor Led Training
Duration: 2 days
Workshop size: 25 participants
Delivery: Classroom or Online
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.

Patrick Jones - Course author