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Customer Service & Business Communication

Customer Service >

 

ILM Customer Service & Business Communication, Level 2 Unit Courses

5 Day Instructor Led Course - 35 Contact Hours

 

 

Upcoming Schedules for Customer Service :view all schedules
Dubai 24/Dec/2017 10:00 AM - 6:00 PM Sunday to Thursday Enquire Now

 

Center Benefits - Institute of Leadership & Management Courses :

• ILM Approved Centre

• ILM Validated Courseware

• ILM Approved Trainers

• ILM Certificate upon passing assessments (ILM fees apply)

• UAE Ministry of Education Accredited Institute

• Certificate of Achievement (Ministry Attestation - fees apply) for full tracks only

• Corporate Venue: Onsite or at SitesPower

 

Training Quality Guarantees :

(conditions apply)

• Free Course Trial

• Free Course Repeat

• Corporate HR Investment Guarantee

• Corporate Customization

• Course Version Upgrade

 

Overview

The ILM Level 2 units are concise qualifications designed to give learners a basic knowledge of the various roles, functions and responsibilities in customer service and business communication.
 

Qualification

To earn the ILM Level 2 Award in Leadership & Team Skills, candidates must pass practical assessments (one mandatory) with a total of 3 credits.

 

In addition, each unit also counts as credit towards the Full Qualification of the Level 2 Certificate in Leadership & Team Skills.

 

Target Audience

Practicing or aspiring supervisors who wish to develop team leading skills.

 

Prerequisites
There are no formal entry requirements, but participants will normally be either practicing or aspiring team leaders or supervisors with the opportunity to meet the assessment demands, and have a background that will enable them to benefit from the program.

 

International Curriculum
Official ILM Curriculum, Institute of Leadership & Management

 

About ILM

The Institute of Leadership and Management is Europe's leading awarding body for leadership and management qualifications. More people in the UK gain leadership and management qualifications with ILM than from all other awarding bodies in the UK combined.

ILM qualifications bring about practical benefits because they focus on improvement – improvement of leaders and managers in their roles, improvement in the teams they lead and in the products and services they provide, and improvements in organizations and the way they operate.
 

*Please note: ILM Vocationally Related Qualifications (VRQs) are part of the Qualifications and Credit Framework applicable in England, Wales and Northern Ireland, providing successful candidates with transferable qualification credit.

 

Track Contents: (Minimum 3 Credits)

 

ILM L2 MANAGING YOURSELF
ILM # 8000-269
7 hrs, 1 Credit

SECTION 1 PALNNING YOUR OWN WORK TOACCOMPLISH PERSONAL AND TEAM OBJECTIVES
1. Organizing yourself
2. Finding the right objectives
3. Planning your own work
4. Team plans


SECTION 2 MANAGING YOUR STRESS EFFECTIVELY
1. Stress
2. What is stress?
3. Causes of stress
4. The signs and symptoms of stress
5. The build up of stress
6. Other factors
 

ILM L2 MEETING CUSTOMER NEEDS
ILM # 8000-255
7 hrs, 2 Credit

 

SECTION 1 UNDERSTANDING CUSTOMER CARE AND ITS BENEFITS

1. Fulfilling customer requirements
2. How is your organization doing?
3. Getting it right
4. Team purpose analysis
5. The quality improvement cycle

 

SECTIN 2 UNDERSTANDING AND MEETING CUSTOMER NEEDS

1. Key performance indicators
2. Data collection
3. Data protection
4. Personal data
5. analyzing figures and presenting information
6. Presenting frequencies
7. Using charts and graphs
8. Questionnaires

 

ILM L2 WORKING WITH CUSTOMERS LEGALLY
ILM # 8000-271
4.5 hrs, 1 Credit

SECTION 1 UNDERSTANDING THE LEGAL FRAMEWORK OF CUSTOMER RELATIONS
1. Customers rights
2. Consumer protection and the law
3. Sale of Goods act
4. The supply of goods and service act
5. The consumer protection act
6. Trade description act
7. The consumer protection (distance selling) regulations
8. Contracts
9. Data protection

SECTION 2 RESOLVING CUSTOMER RELATIONS ISSUES
1. Complaints
2. How to ‘cool off’ an anger caller
3. Handling abusive customers
4. Handling profanity
5. Other information you should know about

ILM L2 WORKPLACE COMMUNICATION
ILM # 8000-265
5 hrs, 1 Credit

SECTION 1 UNDERSTANDING THE CONTEXT OF COMMUNICATION
1. Effective communication
2. The objectives of communication
3. Stages in communication process
4. Audience
5. Barriers to communication
6. Overcoming the barriers


SECTION 2 DEVELOPING EFFECTIVE COMMUNICATION SKILLS
1. Choosing a method for communicating
2. General methods of communication
3. The difficulties of language
4. Body language


SECTION 3 ENSURING APPROPRIATE RECORD KEEPING
1. Keeping records
2. Verbal communication

ILM L2 BRIEFING THE WORK TEAM
ILM # 8000-264
4.5 hrs, 1 Credit

SECTION 1 UNDERSTANDING THE ESSENTIAL ELEMENTS OF A SUCCESSFUL TEAM BRIEFING
1. Briefing the team
2. Benefits and features of team briefing
3. Team briefing feedback
 

SECTION 2 DELIVERING A SUCCESSFUL TEAM BRIEFING
1. Delivering the brief
2. Presenting information
3. Brainstorming
4. The spider effect
5. Traits of a good presenter
6. Checking the team understanding
 

SECTION 3 USING TOOLS FOR SUCCESSFUL TEAM BRIEFINGS
1. Presentation skills
2. How
3. Your notes
4. Visual aids
5. Dealing with questions
6. An action plan