CMI Level 3 Leadership and Management Award

Duration: 
2 days
Codes: 
CMIL3LMA,CMI
Versions: 
3

Overview

Service excellence means much more than a helpful and positive front facing team. Your performance measures, service standards, customer metrics and customer focus all influence the customers' perspective on your organisation. Service excellence, as a cultural value, can also bring internal benefits, improving team performance, reducing complaints and providing a more dynamic and fulfilling working environment. This programme helps you grow the toolkit to make service excellence part of your team 'DNA'.

Skills Gained

Programme duration approx. 3 months, consisting of pre course work, 2 days’ classroom training, and completion of one assignment. Attending all the programme is mandatory to attain the relevant number of hours of study for this qualification.

Prerequisites

This programme will be suitable for you if you’re a first line or junior manager seeking an industry recognised qualification. This Award qualification is the first in a series and enables you to build your management knowledge, skills and behaviours to be a highly effective people manager who understands how to deliver exceptional customer service before you move onto exploring the key concepts and theories of best practice management.

Course Outline

  • Identify your internal and external customers
  • Effectively capture the voice of the customer
  • Articulate your role in the provision of customer service
  • Clarify customer requirements and expectations
  • Rate your current performance against best practice
  • Lead a motivated service excellence team
  • Use goal setting and performance management to increase team commitment to service excellence
  • Create internal service standards

Thinking about Onsite?

If you need training for 3 or more people, you should ask us about onsite training. Putting aside the obvious location benefit, content can be customised to better meet your business objectives and more can be covered than in a public classroom. It's a cost effective option.

Submit an enquiry from any page on this site, and let us know you are interested in the requirements box, or simply mention it when we contact you.