CMI Level 3 Diploma in Customer Service Management

The ability to manage teams, which are able to communicate effectively and overcome barriers to achievement, is a critical skill for any manager. High-performing cohesive teams are created in an environment where there is a collective understanding of values, goals and objectives.

This unit has been developed to support managers in understanding the nature of teams in the workplace, and how these can be managed to achieve results.

High-performing individuals impact the performance of teams and the organisation.

The aim of this unit is to develop the manager’s understanding of how to confidently use their knowledge, skills and abilities to support individuals, not only to perform well, but to exceed expectations.

Treating colleagues, customers and stakeholders with dignity and respect enables relationships to develop and thrive.

This unit focuses on how to develop inclusive working practices in line with organisational and legal frameworks. This will not only improve the productivity and well-being of staff, but impact positively on the whole customer experience.

A skilled and adaptable workforce is a collective group of people equipped with the knowledge, skills and abilities to achieve and exceed objectives.

This unit aims to support managers to identify and select innovative development opportunities. It will enable them to identify approaches to support and promote participation, and how to monitor the impact of development activities for individuals, teams and the organisation.

Conflict and disagreements in the workplace have a detrimental effect on team dynamics, productivity and motivation. The ability to respond effectively to conflict is a fundamental skill for all managers.

This unit aims to support managers in understanding the types and causes of conflict and how to identify strategies to respond to conflict situations in a timely and professional manner.

Change is inevitable if an organisation is to maintain competitiveness and currency of practice. Managers are constantly asked to implement change to respond to commercial pressures, legal organisational requirements, efficiencies or improvements. Success often depends on the support given by managers to staff.

The aim of this unit is to enable managers to lead people positively through change. This is achieved by implementing plans which identify ways to make change successful, which gains the support and trust of individuals and teams.