British Institue of Innkeeping Accreditation Board
Customer Service Management
The Customer Service Management Certificate is a national qualification designed to give licensees the inspiration, ideas and ability to deliver excellence in customer service thereby growing sales by increasing repeat business and attracting new customers.
What is the content of the qualification?
The qualification contains the following:
2. Visit Motivation and Pub Personality:
3. Exceeding Expectations:
4. Expectation Management:
5. The Service Profit chain:
6. Recruiting Personalities:
7. Developing Competent Staff:
8. Gaining Commitment:
9. Measuring Results:
How is it assessed?
By examination and coursework. Candidates sit a one-hour multiple-choice examination and complete a short work related assignment.
How long is the course leading to the examination?
The course usually comprises two days of training.
These can be delivered separately or consecutively depending on the preference of the candidate and the deliverer.
What support material is available?
A comprehensive workbook produced by BIIAB is supplied to candidates by the training centre.
What does a candidate receive on successful assessment?
A certificate awarded by BIIAB.
The Advanced Customer Service Management Certificate can be used as part of the AQ Diploma portfolio.
Who is this qualification suitable for?
Leadership Development Center - Technology House - University of Salford - Lissadel St - Salford - Manchester - M6 6AP
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