Super series are a set of workbooks to accompany the flexible learning programme specifically designed and developed by the Institute of Leadership & Management (ILM) to support their Level 3 Certificate in First Line Management. The learning content is also closely aligned to the Level 3 S/NVQ in Management. The series consists of 35 workbooks. Each book will map on to a course unit (35 books/units).
Introduction;
Chapter 1 Session AAbout customers;
Chapter 2 Session BWhat is customer care?;
Chapter 3 Session CDelivering customer care;
Chapter 4 Performance checks;
Chapter 5 Reflect and review;
Published for the Institute of Leadership & Management
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