Course description
The ILM Unit Certificate – Understanding Customer Service Standards and Requirements – has a strong practical and interactive focus to ensure practical results.
Objectives
- Understanding the role of customer service
- Understanding customer needs and expectations
- Improve interpersonal communication skills
- Handle complaints and irate customers effectively
Content
- Basics of Customer Service and Customer Care
- Customer Needs and Expectations
- Keys to Good Interpersonal Communication
- Barriers to Effective Communication
- Basics of Positive Assertive Behaviour
- Dealing with Complaints and Irate Customers
- Practical Customer Care
Certification
Participants receive the Griffin College Certificate in Managing Customer Service.
Participants have the option to receive the ILM Unit Certificate – ‘ Understanding Customer Service Standards and Requirements ‘ on completion of a written assignment and payment of the ILM student registration and certification fee.
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