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Managing Customer Service

Applications are now being taken for the next starting date
for these modules, which is August 31st.
Closing date for applications is August 22nd.

As the world becomes more consumer sensitive, and the ELT market becomes more mature and thus more congested, educational organisations can no longer afford to pay lip service to quality management. This module looks at different aspects of quality and quality management in ELT, using the Quality Pyramid as a starting point for our explorations.

Learning Outcomes

By the end of this module you will:

• Have considered different perspectives on why quality is an issue

• Have discussed ways of measuring customer satisfaction, and how to use your customers as a resource to help you improve

• Have looked at how to set customer service standards

• Have discussed how to set up and manage patterns of employee involvement in quality management

• Be familiar with different types of benchmarking and benchmarking tools

Practical information:

Please note that course participants will need to be able to dedicate 4 - 5 hours to work on the Pre-module Orientation Course before the actual training module starts. Please note that we cannot guarantee that all modules will run. Module fees are not refundable or transferable.

All applications and payments must be finalized at least a week before the module start dates. Applications which come in less than a week before will be deferred to the next available intake date for the module.

How to order

Order online for immediate confirmation of your course.