Course Objectives
When you have completed
this workbook you will be better able to:
- explain the meaning and significance of customer care
- identify your internal and external customers
- identify your customers’ needs and any areas in which you are
failing to meet them
- provide an effective lead for your team in raising the standard of
customer care
- ensure that you and your team members perform to a high standard
in customer-contact situations
Assessment Criteria
Understand basic customer service
1.1 Briefly describe at least two legal rights of customers
1.2 Briefly describe two of the organization's commitments to
customers
1.3 Briefly describe the manager’s responsibilities in relation to
customer service
Know how to care for the customer
2.1 Identify an external and an internal customer of the
organization
2.2 Describe how customer needs are identified
2.3 Explain how customer service standards and procedures are used
to meet customer needs
2.4 Explain how they could monitor customer service against the
standards set
International
Curriculum
Unit 3.08 - Official ILM
Curriculum, Institute of Leadership & Management
Course Outline
SECTION 1 ESTABLISHING APPROPRIATE
SERVICE LEVEL AGREEMENTS
1. Knowing and understanding your customers
2. Agreeing the
customer requirement
3. Service Level Agreements
4. Concepts of a Service Level Agreement
5. People in SLAs
SECTION 2
BUILDING GOOD CUSTOMER RELATIONS
1. The changing face of the
external customer
2. The three pillars of customer satisfaction
3. Postive customer care
4. The ten commandments of customer
relations
5. Understanding and meeting customer needs
SECTION 3 DELIVERING SUPERIOR CUSTOMER SERVICE
1. Working with others to improve customer service
2. Delivering
quality
3. Quality in business - measuring success
4. Customer
dissatisfaction
5. Complaints
6. Guidelines for maintaining good
customer relations
SECTION 4
APPRECIATING THE LEGAL ASPECTS OF CUSTOMER SERVICE
1. Legal
appreciation
2. Sale of Goods Act, 1979
3. The Supply of Goods
and Service Act, 1982
4. Trade Descriptions Act, 1968
5. The
Consumer Protection Act, 1987
6. The Consumer protection (Distance
Selling) Regulations, 2000
7. Consumer Credit Act, 1974
8. Data
Protection Act, 1998
9. Contracts
10. What constitutes a
contract?
APPENDIX
Assignment
Marksheet