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ILM Level 2

Providing Quality to Customers (257)


Description
COURSE OVERVIEW

As a team leader, you will be required to monitor the activities of the team, and to ensure that your customers, whether internal or external, receive good quality service. You will then need to understand the basic principles of quality management and the key elements of customer service management.

In this course, you will learn about quality assurance, quality control and the main frameworks for managing quality in organizations. You will also learn about service quality and how to establish standards of service and how to monitor and measure service performance. In addition, you will learn how to develop a service focused team and how to work with your team to improve the quality of service delivery.

COURSE DETAILS
- Suitable For: Team Leaders and Customer Service Team Members
- ILM Course - 257 Providing Quality to Customers (1 credit)
- Course Duration: 10 Hours
- Additional Resources: Download Learners manual, additional articles and worksheets
Content
  • Providing Quality to Customers 1 - Getting Started
  • Providing Quality to Customers 2 - Understanding Quality
  • Video - The Importance of Quality
  • Providing Quality to Customers 3 - Understanding Service Quality
  • Video - Richard Branson on Virgin Airlines Service Quality
  • Providing Quality to Customers 4 - Understanding Quality Standards
  • Providing Quality to Customers 5 - Developing Service Standards
  • Video - Amazon sets the standard
  • Quality Management - Quiz 1
  • Providing Quality to Customers 6 - Monitoring Service Quality
  • Providing Quality to Customers 7 - Measuring Customer Satisfaction
  • Video - Customer Service Quality Metrics
  • Managing Service Quality - Quiz 1
  • Providing Quality to Customers 8 - Improving Customer Service
  • Providing Quality to Customers 9 - Wrapping Up
  • Managing Service Quality - Quiz 2
  • Providing Quality to Customers - Course Evaluation
Completion rules
  • All units must be completed
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