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


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


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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