ILM Level 2 – Award in Customer Care

Description

Overview & Who Should Attend

A nationally recognised qualification taught across 4 x 1 day deliveries approximately 3 weeks apart.   The course is specifically tailored for individuals whose job role requires direct customer interface, and where influencing and meeting the needs of customers is particularly important. The course brings tangible benefits to the participants and to their organisation through applying concepts taught at each stage of the course directly to the work environment, and providing opportunities to compare best practice methods and techniques with current practices.

Course Dates and flyer

May 2023

November 2023

Challenge Consulting believe is creating programmes which develop individuals to maximise upon their potential within the work place and beyond.   This course will focus on identifying blockers to customer satisfaction and suggest ways to improve the overall customer journey.   It will include content around good practice in customer care and encourage participants to consider ways in which they can contribute to creating customer delight for clients, colleagues and stakeholders.  Delegates will be encouraged to consider the information and service guarantees set by their own company and to suggest how these can be improved and how to deal with situations when things go wrong, including dealing with customer complaints.    Interpersonal communications, influencing and how to diffuse difficult situations will all be included as part of the course.

This is a 4 session course including a tutorial and workshop on the final day.

• Day 1 – Understanding your customers, internal and external. First impressions, their expectations and needs, service standards and creating and using service level agreements.
• Day 2 – What is quality and how is it measured? When and how to gain feedback from customers. Protecting data and how to store it. Understanding customer relations and customer journey mapping.
• Day 3 – Understanding the customer experience, how to communicate effectively, telephone and face to face, maintaining customer relationships. Handling complaints and difficult situations.
• Day 4 – Tutorial and a practical workshop. Practical exercises to bring together the knowledge and skills taught throughout the course.

Assessment

• 1 x assessed piece on communications
• 1 x assessed piece on understanding and meeting customer needs