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This course is designed to help first-line managers develop their skills and knowledge in the management of service delivery. Whether in the commercial or public sector, this course will provide you with the skills, knowledge and practice to successfully lead a frontline service team.
In this course, you will learn how to identify the drivers of customer satisfaction in your business, and how to identify and prioritise customer needs. You will also learn how to analyse your organisation’s service profile, and measure customer satisfaction, in order to identify how to improve service delivery.
In addition, you will learn how to improve your teams’ management of customer services including complaints and difficult customer service situations.
The content of this course includes:
- Unit 1: Getting Started
- Unit 2: Understanding Customer Service
- Unit 3: Knowing your Customers
- Unit 4: Knowing Customer Needs
- Unit 5: Meeting Customer Needs
- Unit 6: Exceeding Customer Expectations
- Unit 7: Knowing Customer Legal Rights
- Unit 8: Using Customer Feedback
- Unit 9: Handling Complaints
- Unit 10: Wrapping-up
WHO IS THIS COURSE SUITABLE FOR?
This course is suitable for experienced Supervisors, and Managers from all types of organisations, tasked with planning for and implementing change in the organisation.
There are no formal entry requirements for this course. Candidates will be working in, or preparing for work as a first-line supervisor, team leader or manager.
This course will take you approximately 20 hours to complete. Learners have 90 days from the date of enrolment to complete the course.
Assessment in this programme takes the form of Online-quizzes (normally 3 in each course). Each quiz has a pass mark of 70% and you can take the quizzes as many times as you wish.
CAN I GET ILM CREDITS FOR THIS COURSE?
Yes – this course meets the requirements for the ILM course: 8607-407 Manage and implement change in the organisation (6 credits). To qualify for the credits, you will need to complete the written assignment. Contact us to register for an ILM qualification.
Inspire Global Certificate of Achievement.
This is a fully online course with:
Downloadable Learners manuals are provided for your course, along with additional articles, workbooks and worksheets.
Continuous email and phone support are available throughout your course.
5 REASONS TO ENROL IN THIS COURSE NOW!