Sales and Marketing


Fully Funded Workshop in Leadership & Management


TAGS: Skills & HR

Fully  Funded Workshop in Leadership & Management

2 day workshop – ILM L3 Award in Leadership & Management (delivered with a Customer Service Focus).

  • This work shop is aimed at any employees who have the responsibility of dealing with customers and possibly conflict within a customer service setting. Employees do not necessarily need to be doing a leadership focused role.
  • FYI - Completing two workshops in this way means that each learner will be awarded the full ILM Level 3 Award in Leadership & Management on completion of the second workshop.
  • Workshop size – max 15 learners


Friday 23rd Feb 2018 – Induction and sign up of learners inc brief Maths and English initial assessments.

Friday 2nd March  2018 – Workshop Day 1

Friday 9th March  2018 – Workshop Day 2

Workshop Day 1

Solving Problems & Making Decisions

Learning outcomes

Types of learning covered in the workshop

Know how to describe a problem, its nature, scope and impact


·         Describe a problem, its nature scope and impact


Know how to gather and interpret information to solve a problem



·         Gather and interpret information to identify possible solutions to a problem

·         Prepare a summary of the options providing facts and evidence



Know how to evaluate options to make a decision


·         Apply a simple decision making technique to evaluate options to arrive at the best solution


Know how to plan, monitor and review the implementation and communication of decisions



·         Plan the implementation and communication of the decision

·         Describe which monitoring and review techniques could be used to evaluate outcomes





Workshop Day 2

Understanding Customer Service & Standard

Learning outcomes

Types of learning covered in the workshop


Understand the legal and organisational requirement for managing customer service





·         Describe the main legal rights of customers

·         Describe an organisation’s commitments to customers

·         Describe the manager’s responsibilities in relation to customer service



Understand customer service standards


·         Describe the purpose of customer service standards

·         Explain how customer service standards and procedures are used to meet customer needs



Know how to monitor customer service performance


·         Explain how an organisation monitors customer service against the standards set

·         Explain how feedback on customer satisfaction can be used to improve performance in customer service




If you would like to take advantage of this unique opportunity please contact:


Andree Hava

Skills Brokerage Service

Herts Growth Hub



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