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Understanding Customer Service

Customer Service >

 

ILM Understanding Customer Service Standards and Requirements Course M3.08

1 Day Instructor Led Course - 7 Contact Hours

 

 

Upcoming Schedules for ILM Managing Customer Service :view all Leadership schedules
Dubai 29/Oct/2017 TBA TBA 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 :

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• Free Course Trial

• Free Course Repeat

• Corporate HR Investment Guarantee

• Corporate Customization

• Course Version Upgrade

 

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