Managing Customer Service

Dates Sort descending School Location Mode Fee
07 Sep - 19 Oct 2024
Online Training 100% Online PT £385


The complete course price is £385 plus 20% VAT if you will be taking this course while in the UK, or your employer is a UK based company. 

If you have completed an online course with IH OTTI in the previous 12 months, there is a loyalty discount of 10% and the price for teachers working in an IH school is £327. Just let us know on the application form if you would like to claim these discounts. 

Who is this course designed for

This is an IH Specialist short course for Managers in an Academic Context in Managing Customer Service. This course is for you if:

  • You are a new manager, or a manager with some experience, who wishes to understand and improve customer service in your organisation or department;
  • You want a course that gives you a range of practical ideas as well as a theoretical grounding in the topic;
  • You want to discuss issues and solutions with other managers and with a course tutor, networking within a global community.

Entry requirements

The course requires a minimum English language level of C1. The course can be taken by managers working in a language school context in any department e.g. DOS, Marketing Manager, Head of Reception or School Director.

Please note online applications close on the Wednesday before the course starts. But we sometimes have late availability, so please get in touch with the admissions team on and we will see if there are any last minute spaces. 

Course objectives

On this course you will learn about the different aspects of customer service in a language teaching organisation and examine customer expectations. You will explore how to improve the customer journey in your organisation or department and how to rectify quality issues.

Course content

This is a 6-module course, delivered asynchronously entirely online via our VLE (Virtual Learning Environment) site.

During the course you will:

  • examine customer expectations, including ways you can discover and manage these;
  • explore all aspects of the customer journey, and consider how this can be improved in your organisation;
  • evaluate how you can incorporate quality standards in all aspects of your organisation;
  • look at what can lead to failure in quality standards, and how you can rectify this.

The course is an asynchronous online course. This means you can access the course material at a time that suits you – you don’t need to log on and be present at any specific time. So wherever you are in the world, the time difference is never an issue.

Each week, a new module is covered, and the material is provided over the course of that week. Tasks are to be completed either individually or as part of a group. The discussion forums are what course participants value most about the online learning process. They offer the perfect opportunity to share ideas and learn from your peers on the course. We recommend that participants log on regularly to keep up to date with the ongoing conversation. Course tutors will also log on frequently to monitor the discussions and give guidance and support.


There are six weeks of tutor led input on this course. After this you will have two weeks to complete and submit your portfolio of work ready for assessment. 

Your time commitment

It depends on the individual, but we recommend a minimum of 5 to 7 hours per week spent online and doing tasks. Your study hours are flexible, but some tasks require group input and have set deadlines. The more time you can devote to the course, the more you will gain from it.


Participation is an essential part of this course, and is a contributing factor to your final grade. As the course progresses, your tutor will be marking your work, so there will be a chance to resubmit if needed. Course participants are expected to submit a minimum of 70% of the tasks. There is a final assignment at the end of the course which will require you to reflect upon what you have learnt during the course. This assignment, along with the course tasks, will make up the portfolio which is submitted electronically to the IHWO Assessment Unit.

Throughout the course, the tutor will be on hand for support and to answer any questions. The final grade is a Pass or Fail. Portfolios are submitted two weeks after course completion.

Your fellow course participants and online community

The number of course participants will be between eight and sixteen. 

The online community that you create is usually one of the most valued parts of the course. With your peers you can share best practice, exchange ideas, and discuss experiences with people from all over the world. This course is not purely about self study all on your own - it's about making the most from these conversations and learning from each other as well as from the course material and your tutors.

Your verified digital certificate

On successful completion of this course you will receive a digital certificate. This is stored securely on a verified site, so everybody can be confident that it is authentic and real.

It will look like the image below:

Customer Service Certificate

You can share this with a prospective employer, client, or anybody else that you choose.

A digital certificate is more safe and secure for you than paper – it won’t get lost in the post, it won’t get damaged over time, and won’t get lost. It is always available, you can share in just one click, or you can print as many copies as you like whenever you would like. And, it’s better for the environment. Reducing paper, ink, and delivery means a lower carbon footprint.

Click here for a short video about verified digital certificates from our partner Accredible.


The course is normally delivered by a single tutor. The number of participants can range from 8 to 16. Our tutors are all experienced managers with many years of experience working in language schools as well as online training experience.