Managing Customer Service
On this course you will learn about the different aspects of customer service in a language teaching organisation and examine customer expectations. You will explore how to improve the customer journey in your organisation or department and how to rectify quality issues.
Who is it for?
This course is for you if:
- You are a new manager, or a manager with some experience, who wishes to understand and improve customer service in your organisation or department;
- You want a course that gives you a range of practical ideas as well as a theoretical grounding in the topic;
- You want to discuss issues and solutions with other managers and with a course tutor, networking within a global community.
The course requires a minimum English language level of C1
This is a 6-module course, delivered asynchronously entirely online via our VLE (Virtual Learning Environment) site.
During the course you will:
- examine customer expectations, including ways you can discover and manage these
- explore all aspects of the customer journey, and consider how this can be improved in your organisation
- evaluate how you can incorporate quality standards in all aspects of your organisation
- look at what can lead to failure in quality standards, and how you can rectify this
The course is an asynchronous online course. It is designed this way so that you can access the material whenever it suits you. You don't have to log on at a certain time which means that wherever you are in the world the time difference is never an issue.
A new module is covered each week and the material for that module is provided over the course of the week. You are given tasks to do both in groups and individually. The discussion forums are a great opportunity to share ideas and learn from your peers on the course. It is advisable to log on regularly so that you keep up to date with the ongoing discussions. The tutor also logs on frequently, to monitor the discussions and give you guidance and support.
Your tutor marks your tasks as the course progresses and there is the opportunity to resubmit if necessary. Participants are expected to submit a minimum of 70% of the tasks. At the end of the course there is a final assignment which pushes you to reflect on what you have learnt on the course. The assignment along with your tasks makes up the portfolio that is submitted electronically to the IHWO Assessment Unit. Your tutor is on hand for support throughout. The final grade is a pass or fail. Portfolios are submitted two weeks after course completion.
You can find out about the certificate you will receive here.
The course is normally delivered by a single tutor. The number of participants can range from 8 to 16. Our tutors are all experienced managers with many years of experience working in language schools as well as online training experience.
It depends on the individual, but we recommend a minimum of 5 to 7 hours per week spent online and doing tasks. Your study hours are flexible, but some tasks require group input and have set deadlines. The more time you can devote to the course, the more you will gain from it.
What is special about this course?
What participants really value on this course is the online community, the opportunity to share best practice and discuss experiences they have had with peers from all over the world. Plus the expert input from their knowledgeable tutor.
How do you apply?
Fill in the online application form which is sent directly to the Academic Head of Training and Development and they will contact you if they have any questions about your application. Once your application is approved, we will be in touch to let you know how to pay.
The course fees stated are exclusive of 20% VAT. VAT will be added to the fee if it is paid by a business or individual located in the UK.
Course fees must be paid in full prior to the start date.