Customer Excellence


½ day

Suitable for:

Managers & Team Leaders.


Online and/or face-to-face.

ILM Recognised:

Please note that:

  • ILM Recognition is optional. This module can be delivered stand alone.
  • A minimum of 9 x ½ day modules are required to achieve ILM Recognition.

This module will enable participants to understand how to improve the levels of customer service their teams deliver (including internal customer service).

Key content:
  • The difference between customer service and customer experience.
  • Identify aspects where consistency of approach needs to improve.
  • Increase organisational skills to prepare to deliver great service.
  • Learn the importance of taking responsibility to own and resolve issues.
  • Develop awareness to be exceptional when opportunities arise.
  • Action planning for implementation.
Other features:

Access to our learning portal for:

  • Pre-course work (e.g., videos and questionnaires)
  • Workbooks
  • Post course evaluation

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