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18th Oct 2023 / 1:30 pm - 4:30 pm

Meeting Customer Needs – ILM Accredited – Online

Liverpool John Moores University, Egerton Court, 2 Rodney Street, Liverpool L1 2UA

Free (Members)

Register now

By: Liverpool John Moores


Learn how to meet your customer’s needs and understand how good customer care impacts and benefits your customers, staff and business.

 

This free* Level 2 ILM accredited course will enable you to develop an understanding of customer needs and how you might apply what you learn into your workplace or own business.

The course is delivered online on Teams via an online portal with support and guidance from the tutor. Please note, you will need access to a laptop/tablet or device that can access the internet.

Drawing upon your own experiences in meeting customer needs the course includes a number of activities, such as videos, worksheets and readings, that allow you to work at your own pace to complete both the course and the ongoing assessment.

The course is split into three parts:

Understand customer care and the benefits of good customer care

Know how to meet customer needs

Understand the importance of collecting, storing and interpreting customer feedback

At the end of the course you should be able to:

List basic principles associated with good customer care

Outline a company’s customer care policy

Explain the benefits of an organisation having customer service standards

Outline common barriers to good customer care

Describe examples of good practice in customer care

Describe the difference between internal and external customers

Identify the needs and expectations of a customer

Explain why it is important to meet or exceed customer expectations

Explain how to effectively deal with complaints in your own area of responsibility

Describe how to deal with difficult customer(s) behaviour

Explain the importance of customer feedback

Describe different methods of collecting formal and informal feedback from customers

Explain how to interpret feedback from customers

Describe how to improve customer satisfaction

Outline some implications of the Data Protection Act for collecting, storing and using customer feedback

Once you have registered, one of our Team will contact you to check your eligibility and complete your enrolment.

Please note this course is open to eligible participants until the funding ends (currently Dec 2023) so please register your interest for future face to face/online sessions if this date does not suit you.

Participants successfully completing this level 2 workshop will receive a Unit of Credit Certificate awarded by ILM (Institute of Leadership & Management).

*Free for eligible participants see criteria.

*Enterprise Hub Skills at Liverpool John Moores University is funded by the European Social Fund. This programme is open to people living in the Liverpool City Region (Liverpool, Sefton, Knowsley, Wirral, St Helens, or Halton) but please contact our team to check full eligibility criteria.

If you have not already done so, you will need to provide evidence of your right to work in the UK and fill in a registration form. Examples of evidence you could provide include:

• Passport

• payslip

• Birth or adoption certificate

We will also need some evidence of your current employment status, but our team will discuss this with you based on your individual circumstances. Please email our team for further information ehs@ljmu.ac.uk