Prices
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.
Please note that discounts cannot be used in conjunction with each other.
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 ihotti@ihworld.com 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.
About the school
Do you want an online professional development course, no matter where you are in the world?
The IH Online Teacher Training Institute (OTTI) is the teacher training wing of International House World Organisation. We provide online professional development courses for EFL teachers around the world. We have courses for every stage of a teacher’s career, from soon after your initial qualification to DELTA level and management courses.
Learning online gives you the flexibility to set your own study hours and save money on travel and accommodation.
On our courses you can ‘attend’ whenever (and wherever!) is convenient for you. You don’t usually have to attend a live chat or webinar at a specific time, although sometimes there are live “meetups” so you have the chance to chat with your tutor and other classmates.
To help you there is ongoing support from your tutors in online forums and through individual feedback – and you’ll probably find your other course participants are really helpful as well. You are definitely not studying alone, and this tutor and peer support is what our trainees say they like most about our courses.
The IH Online Teacher Training Institute (OTTI) is the teacher training wing of International House World Organisation. We provide online professional development courses for EFL teachers around the world.
Learning online gives you the flexibility to set your own study hours and save money on travel and accommodation.
You can ‘attend’ whenever (and wherever!) is convenient for you. On our courses the material for each module is made available at the start of each module (usually at the weekend) and it is up to you to access the material and complete the tasks. Therefore, there is some self-discipline required. The more you put into the course in terms of your time spent researching, completing tasks, and taking part in the discussion forums, the more you will get out of it. You will of course have support from other course participants and your tutors in online forums and through individual feedback.
Most of our courses are asynchronous, but we also have some courses which are a mix of synchronous and asynchronous learning. These have a weekly live webinar and then a set of tasks to be done over a week.
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.
Duration
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.
Assessment
Participation is an essential part of this course, and is a contributing factor to your final grade. As the course progresses, your tutor will mark your work, so there will be a chance to resubmit if needed. Participants submit 5 out of the 6 weekly portfolio tasks. 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 one week 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 of 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:
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.
Tutors
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.
Take this course as part of the IH Diploma in Academic Management
If you want to deep dive into fine-tuning a range of language education management skills and be a stand-out candidate for your next job application, consider taking the IH Diploma in Academic Management. The IH Diploma is 5 Courses in Academic Management + Action Research Project to be completed over two years.
It is a comprehensive programme designed to support and equip managers in language education to perform better, make more assured decisions and feel confident in approaching issues in their organisation. Learn more about the IH Diploma here.
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