GLOBAL MANAGEMENT ACADEMY

ILM Level 3 Cert. in Leadership & Management (Managing Customer Service)

PROGRAM OVERVIEW

Comprising 6 courses and 100+ hours of online learning, the ILM LEVEL 3 CERTIFICATE IN LEADERSHIP AND MANAGEMENT (MANAGING CUSTOMER SERVICE) is designed to enable newly appointed or aspiring managers, to develop the skills and knowledge to take on excel in the leadership and management of a customer service team.

The program provides training in a wide range of key management and leadership skills, essential for success in a first line management role in commercial and public-sector organizations.

WHO ARE THE ILM?

Global Management Academy is an Approved Center for the delivery of programs from the Institute of Leadership and Management.

The ILM is part of the City and Guilds Group, and is the largest Management Training Certification Body in Europe. 90,000 managers receive ILM certification annually. The ILM provides clients with an assurance of quality in the design and delivery of all Endorsed Programs.

PROGRAM CONTENT

The content of this ILM LEVEL 3 CERTIFICATE PROGRAM has been carefully chosen to provide a concise, but intensive learning experience which balances development of knowledge of quality and business improvement techniques, with practical improvement team leadership skills. Candidates for the Certificate are required to complete units to the value of 13 credits.

COURSE 1: MEETING CUSTOMER NEEDS (2 credits)

  • 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

COURSE 2: INTERPERSONAL COMMUNICATION SKILLS (2 credits)

  • Unit 1: Getting Started
  • Unit 2: Understanding Communication
  • Unit 3: Barriers to Communication
  • Unit 4: Verbal Communication
  • Unit 5: Active Listening
  • Unit 6: Non-Verbal Communication
  • Unit 7: The Art of Persuasion
  • Unit 8: Effective Questioning
  • Unit 9: Effective Writing
  • Unit 10: Wrapping-Up

COURSE 3: MANAGING SERVICE QUALITY (2 credits)

  • Unit 1: Getting Started
  • Unit 2: Understanding Service Quality
  • Unit 3: Developing Service Standards
  • Unit 4: Measuring Customer Satisfaction
  • Unit 5: Monitoring Service Quality
  • Unit 6: User SERVQUAL
  • Unit 7: Evaluating Service Quality
  • Unit 8: Improving Customer Service
  • Unit 9: Service Level Agreements
  • Unit 10: Wrapping-up.

COURSE 4: HANDLING COMPLAINTS AND SOLVING PROBLEMS (3 credits)

  • Unit 1: Getting Started
  • Unit 2: The Importance of Complaints Resolution
  • Unit 3: Resolving Customer Complaints
  • Unit 4: Solving Service Problems
  • Unit 5: Collecting and Aanalyzing Information
  • Unit 6: Understanding Root Causes
  • Unit 7: Deciding on Solutions
  • Unit 8: Managing Service Recovery
  • Unit 9: Working with Difficult Customers
  • Unit 10: Dealing with Angry Customers
  • Unit 11: Complaints Policy and Procedures
  • Unit 12: Wrapping-up

COURSE 5: DEVELOPING EFFECTIVE RELATIONSHIPS WITH CUSTOMERS AND OTHERS (2 credits)

  • Unit 1: Getting Started
  • Unit 2: Managing Workplace Relationships
  • Unit 3: The Importance of Managing Customer Relations
  • Unit 4: Using Feedback
  • Unit 5: Managing Diversity
  • Unit 6: Cross-Cultural Communication
  • Unit 7: Building Trust and Confidence
  • Unit 8: Managing Internal Communication
  • Unit 9: Networking
  • Unit 10: Resolving Workplace Conflict
  • Unit 11: Wrapping up

COURSE 6: LEADING AND MOTIVATING A SERVICE TEAM (2 credits)

  • Unit 1: Getting Started
  • Unit 2: Defining Team Effectiveness
  • Unit 3: Creating a Shared Service Vision and Purpose
  • Unit 4: Creating Service Focused Team
  • Unit 5: Building a Cohesive Service Team
  • Unit 6: Motivating your Team
  • Unit 7: Goal Setting and Motivation
  • Unit 8: Setting High Expectations
  • Unit 9: The Team Performance Plan
  • Unit 10: Communication and Service Culture
  • Unit 11: Developing the Team
  • Unit 12: Wrapping up

ADMISSION REQUIREMENTS

There are no formal entry requirements but participants will normally be practising supervisors or managers with the opportunity to analyse their business environment and their personal leadership experiences.

PROGRAM DURATION

Learners are free to complete the program at their own pace. Each course in the program will take approximately 20 hours to complete. Learners will have 12 months from the date of enrolment to complete the program.

LEARNING FORMAT

The program is delivered through:

  • Online Learning through the Global E-Learning Portal (participants have access to the portal for 12 months from the date of registration).
  • Each course takes approximately 20 hours to complete.
  • Tutor Support is available through email, web conferencing and phone, throughout your program.

LEARNING RESOURCES

When you enrol in a Global course, you get immediate access to our E-Learning Portal. Online courses contain:

  • Online presentations
  • Online quizzes
  • Online self-assessments
  • Online Case Studies
  • Online videos
  • Downloadable learning manual (80 pages +) / workbooks / additional articles and Excel worksheets

ASSESSMENT

Candidates are required to complete written assignments of approximately 1200 words for each course. Assignments are practical and require candidates to apply the theory in the course to their work context. The pass mark for each assignment is 50%. Comprehensive assessment guides are provided for each course, and your Global tutor provides continuous guidance and feedback on your assignment drafts to help you meet the pass criteria.

ILM CERTIFICATION

On successful completion of the program, participants receive the LEVEL 3 CERTIFICATE IN LEADERSHIP AND MANAGEMENT from the City and Guilds ILM (OFQUAL accredited).

INCLUDED
In addition, enrollment in the ILM is included in your course fee (at a cost of £112), which gives you access to an extensive online library of learning resources.