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Training

ILM Level 2 Award in Customer Care

Accredited Training, Personal Development

02/05/2024 9:30 am

12/06/2024 4:30 pm

Challenge Consulting, Nottingham, NG14 6EH

Chamber Members: £750

Non-members: £750

*All our business prices are excluding VAT at 20%

Book a place

In-Person

For further information on this event, please contact: Business Training Team on 0333 320 0333 or email business.training@emc-dnl.co.uk

Description

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.

The aim of the course is to equip participants with the knowledge, understanding and practical skills to become more effective in their current role and to provide confidence and competence to progress within a customer focussed environment

Overview

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

Day 1 – 2 May
Understanding your customers, internal and external. First impressions, their expectations and needs, service standards and creating and using service level agreements.

Day 2 – 16 May
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 – 22 May
Understanding the customer experience, how to communicate effectively, telephone and face to face, maintaining customer relationships. Handling complaints and difficult situations.

Day 4 – 12 June
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

What outcomes can you expect from joining us

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.

Challenge Consulting

The course will be delivered by a highly qualified and experienced trainer from our training partner, Challenge Training & Consultancy Limited. All trainers have a vast array of experienced, gained in a variety of businesses and are able therefore to bring context and fresh input to each course.

Additional Information

What is the ILM?
By completing this programme you can be sure you will be gaining a recognised and prestigious qualification through a well known and respected awarding body. The ILM is Europe’s largest independent leadership and management awarding body with more than 85,000 candidate registrations each year. ILM is also a leading professional membership body with a growing membership of more than 22,000 practising managers.
 
Why complete the programme through Challenge Consulting?
Challenge Consulting are one of the oldest established ILM centres with a proven track record of delivering excellent programmes. For this reason the Challenge Consulting has been awarded “direct claim” status by the ILM, which allows assessment decisions to be made immediately by the assessors, due to their commitment to quality of delivery and ability to make programmes applicable and relevant to attendees.   We have been the largest provider for ILM qualifications in the East Midlands since 2012, registering more students each year than any other ILM Centre.
 
Programme delivery
Challenge Consulting have an ethos of tailoring delivery to participants in order that they can directly apply what they have learned within their work. Group sizes are kept to a maximum of 12, with usual group size being between 6 and 10 to allow participants opportunities to discuss topical issues and to create action plans and explore techniques and strategies within the sessions.

book your place

Are you interested in attending this event? Book today to secure your place.
Booking Form

Looking to book for our event?

Please complete with delegate details, we can only accept one delegate booking per form. If you wish to book multiple delegates, please email business.training@emc-dnl.co.uk or complete a form for each delegate.