The ICM single-subject Diploma in Customer Service has been designed for those people who want to make their career in customer care. It is also suitable for those already in employment who seek to develop their customker service and care skills. The subject topics for the Diploma in Customer Care are: Buyer Behaviour Customer Empowerment Communications Customer Complaints Telephone Techniques Online Supports Loyalty Programmes Levering Service To Improve Sales Course Aims, Length and Entry The course is run on one evening per week for 3.5 hours for 3 weeks. Entry: ICM operates an ‘Open Entry’ policy but prospective students should note that the following entrance qualifications are recommended for those wishing to undertake the Certificate programme: 1 Five GCSEs at grades A, B or C (or equivalents) 2 A suitable BTEC National Award 3 Any qualification equivalent to the above Applicants over the age of 19 who do not hold one of the recommended entrance qualifications may also register for the programme providing they have been in full-time employment for a minimum of two years. Examinations: Externally set and marked by the ICM examinations are held in March, June, September and December each year. Candidates must be registered and paid-up Student Members of the Institute at the time they undertake the examinations.