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CMI Level 3 Leadership and Management Award

To begin the process of thinking about management, we are leading with, ‘Managing Customer Service’ which is at the heart of any successful business. This facilitated programme will present the case for the value of customer service excellence within your organisation and offers practical tools to raise standards of service excellence. The programme also provides an opportunity to benchmark your service using QA's customer experience diagnostic tool, enabling you to identify, and prioritise, your individual action areas.

Service excellence means much more than a helpful and positive front facing team. Your performance measures, service standards, customer metrics and customer focus all influence the customers' perspective on your organisation. Service excellence, as a cultural value, can also bring internal benefits, improving team performance, reducing complaints and providing a more dynamic and fulfilling working environment. This programme helps you grow the toolkit to make service excellence part of your team 'DNA'.

What's Included:

Pre-course Reading


Tutor Support

Target Audience

This programme will be suitable for you if you’re a first line or junior manager seeking an industry recognised qualification. This Award qualification is the first in a series and enables you to build your management knowledge, skills and behaviours to be a highly effective people manager who understands how to deliver exceptional customer service before you move onto exploring the key concepts and theories of best practice management.


Learning Objectives

By the end of this programme you will be able to:                    

  •   Identify your internal and external customers
  •   Effectively capture the voice of the customer
  •   Articulate your role in the provision of customer service
  •   Clarify customer requirements and expectations
  •   Rate your current performance against best practice
  •   Lead a motivated service excellence team
  •   Use goal setting and performance management to increase team commitment to service excellence
  •   Create internal service standards

Course Content

Learning journey

Programme duration approx. 3 months, consisting of pre course work, 2 days’ classroom training, and completion of one assignment. Attending all the programme is mandatory to attain the relevant number of hours of study for this qualification.

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