Understanding Customer Service Standards and Requirements - ILM

Producer: Lucid Learning Ltd

Duration: 7 hours.
This product is an online product and is a single-user, 1-year licence.


This course is designed for learners who wish to undertake Institute of Leadership & Management (ILM) validated learning, whether for personal development or in order to undertake professional qualifications.
This module provides the underpinning knowledge, learning outcomes and guided learning hours required to undertake the relevant assessments required to accrue 2 credits towards an ILM Award, Certificate or Diploma in Leadership & Management at Level 3. Completion of this module as a stand-alone piece of eLearning does not provide an ILM qualification.

A completion certificate from CoursesForYou will be provided upon completion of this module of eLearning.


Screenshot 1Screenshot 2Screenshot 3


Programme Make-Up
• Module equates directly to the ILM Level 3 Unit of the same name
• Content rich programme covering key concepts, theories and models
• ‘Click’ and reveal pdf approach provides additional background and explanations
• ‘Checkpoint’ activities engage learners in practical investigation and application of learning
• Clean and clear graphics make for an enjoyable and effective learning environment

Programme Content/Outcomes
It is difficult to identify a market anywhere in the world where competition has not intensified.

In most sectors, it is relatively easy for competitors to copy the products and services that other organisations supply, so maintaining a competitive edge is becoming increasingly difficult. The ultimate objective for organisations is to attract and retain profitable customers above and beyond their competitors.

However, how do we get customers to choose our organisation?

By using customer service as a differentiator!

This module investigates what is involved in achieving this.


To develop knowledge and understanding of customer service standards and requirements as required by a practising or potential leader/manager at ILM Level 3.

At the end of this unit of learning you will be able to:

• Describe the main legal rights of customers.
• Describe the organisation’s commitments to customers.
• Describe the manager’s responsibilities in relation to customer service.
• Differentiate between external and internal customers.
• Describe how customer needs are identified.
• Explain how customer service standards and procedures are used to meet customer needs, and
• Explain how to monitor customer service against the set standards.

* required field