|
ILM
Advanced Award in Customer Contact
|
|
Overview |
|
Full
course description |
|
Course
title |
ILM
Advanced Award in Customer Contact |
|
Awarding
body |
Institute of Leadership and Management
(ILM) |
|
Overview |
Modular
programme to develop customer contact, team working and personal
management skills |
|
Intended for
|
Experienced
customer contact personnel (including customer
service) |
|
Duration |
3-6
months |
|
Course
structure |
Four
days in-company training (i.e. two x two-day modules) |
|
Assessment |
Short written Segment Reviews
Two observed customer interactions
(undertaken in the
workplace)
Written
assignment |
|
Delivery |
In-company
programme (typical group size: 8-12 attendees) |
|
Highlights |
A
short, developmental programme A
streamlined alternative to NVQs for customer-facing personnel |
|
Membership |
Provides
eligibility for Associate Membership of ILM (AMInstLM) |
|
Progression |
BTEC
Advanced Certificate in Contact Centre Leadership
BTEC
Advanced Certificate in Service Supervision
Customer
Service NVQ Level 3
Contact
Centre Professionals NVQ Level 3 |
|
Fees |
Subject
to quotation |
