CMI Unit 317 Supporting the Delivery of Customer Service

Customers are key to the success of any business. A key part of being a team leader or supervisor is supporting the delivery of customer service. Customers can be departments within your own business, clients, or members of the public purchasing a product or service.

About this course

This course gives team leaders and supervisors an understanding of why great customer service is so important. It then helps them to understand the importance of having the right systems and processes in place plus practical  approaches for leading and supporting the delivery of customer service.

Learning outcomes

  1. Understand the features and benefits of good customer service
  2. Understand factors that influence customer needs and expectations
  3. Understand the legal and organisational requirements that influence customer service delivery
  4. Know how to deliver a good customer experience
  5. Know how to identify and respond to customer service problems

Course content

1.1 Explain the features of good customer service

1.2 Discuss the benefits to the organisation of delivering a good customer experience

2.1 Identify the different types of customers served by an organisation

2.2 Outline the factors which influence the needs and expectations of customers

3.1 Summarise legal requirements which impact on the delivery of customer service

3.2 Outline the scope of organisational customer service standards, policies and procedures

3.3 Explain the consequences of failing to apply standards and legal requirements in customer service delivery

4.1 Outline the key features of the customer journey

4.2 Discuss the benefits of understanding the customer journey

4.3 Identify methods to support teams and individuals to deliver a good customer experience

4.4 Explain the methods used by organisations to communicate with customers

4.5 Identify methods for gathering customer feedback

5.1 Identify common causes of customer service problems

5.2 Outline techniques for responding to customer complaints

5.3 Explain limits of authority when dealing with customer service issues

5.4 Identify methods for monitoring customer service delivery

Key Features

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Learn at your own pace, choose when to start and finish the course

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Build credibility with your current and future employers

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Expert tutors with real-world management experience

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We help you practice actual management skills

CMI Unit 317 Supporting the Delivery of Customer Service

Course Summary

Guided Learning

19 Hours

Course / Unit Credit Value

Unit 317: 41 TUT

Qualification 1

CMI Level 3 Principles of Management and Leadership

Qualification 1 Credit Value

Award: 40 TUT; Certificate: 121 TUT; Diploma: 370 TUT
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