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Understanding Customer Service Standards and Requirements - ILM Unit Certificate - training course and courses

Course Type: Job Training
Institute Name: Griffin College
Fee: On request
Duration: 1 day or two evenings
Time: 9:30 a.m. to 4:30 p.m. or 6:30 p.m. to 10:00 p.m.
Course Locations: Cork City, Dublin City Centre, Galway City, Kilkenny, Limerick, Belfast City, Londonderry

Course Details

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
- To improve interpersonal communication skills
- To handle complaints and irate customers effectively

Content:

- The Basics of Customer Service and Customer Care
- Customer Needs and Expectations
- The 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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