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24 May 2023 / 9:30 am - 12:30 pm

Meeting Customer Needs – ILM Accredited

Liverpool John Moores University,
2 Rodney Street , Liverpool
L1 2UA (see map)


This free* Level 2 ILM accredited course will enable you to develop an understanding of customer needs and how you might apply what you learn into your workplace or own business.

The course is completed via an online portal in the classroom with face to face support and guidance from our tutors. You will need to bring with you a laptop/tablet or device that can access the internet.

Drawing upon your own experiences in meeting customer needs the course includes a number of activities, such as videos, worksheets and readings, that allow you to work at your own pace to complete both the course and the ongoing assessment.

The course is split into three parts:

  • Understand customer care and the benefits of good customer care
  • Know how to meet customer needs
  • Understand the importance of collecting, storing and interpreting customer feedback

At the end of the course you should be able to:

  • List basic principles associated with good customer care
  • Outline a company‚Äôs customer care policy
  • Explain the benefits of an organisation having customer service standards
  • Outline common barriers to good customer care
  • Describe examples of good practice in customer care
  • Describe the difference between internal and external customers
  • Identify the needs and expectations of a customer
  • Explain why it is important to meet or exceed customer expectations
  • Explain how to effectively deal with complaints in your own area of responsibility
  • Describe how to deal with difficult customer(s) behaviour
  • Explain the importance of customer feedback
  • Describe different methods of collecting formal and informal feedback from customers
  • Explain how to interpret feedback from customers
  • Describe how to improve customer satisfaction
  • Outline some implications of the Data Protection Act for collecting, storing and using customer feedback

his course can also be undertaken wholly online if you choose not to attend our face to face support session. To support those participants undertaking the course online we have regular online support sessions available or you can arrange a one to one meeting with one of our tutors.

Once you have registered, one of our Team will contact you to check your eligibility, complete your enrolment and to confirm your preference for either face to face delivery , online only or a mixture of both.

(Lunch and refreshments will be provided throughout the day for participants attending the face to face delivery session)

Please note this course is open to eligible participants until the funding ends (currently Jun 2023) so please register your interest for future face to face/online sessions if this date does not suit you.

Participants successfully completing this level 2 workshop will receive a Unit of Credit Certificate awarded by ILM (Institute of Leadership & Management).

* Free for eligible participants see criteria .

*Enterprise Hub Skills at Liverpool John Moores University is funded by the European Social Fund. This programme is open to people living in the Liverpool City Region (Liverpool, Sefton, Knowsley, Wirral, St Helens, or Halton) but please contact our team to check full eligibility criteria.

If you have not already done so, you will need to provide evidence of your right to work in the UK and fill in a registration form. Examples of evidence you could provide include:

  • Passport
  • payslip
  • Birth or adoption certificate

You will also need some evidence of your current employment status, but the team will discuss this with you based on your individual circumstances. Please email our team for further information

Register here