CUSTOMER SERVICE EXCELLENCE COURSE
Category:
Business & Finance
Course Format
Paper Based
Approximate Study Time
100 Hours (Self Study)
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Payment Options
You can spread the payments for this course
over 4 monthly payments.
Initial payment of £95.00
Followed by 3 monthly
payments of £45.00 |
Price:
£230.00
VAT inclusive
Approximate Delivery Time
1-2 Working Days (Courier Service) |
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The programme is designed for people in a wide range of service occupations wishing to develop an understanding of the importance of service excellence, and determine how to set, improve and maintain service excellence.
Objectives:
At the end of the course you will be able to:
The Course Includes the Following 7 Modules:-
- Lesson One - What is Customer Service Excellence?
The following topics are covered: Why Plan for Excellence? Traditional Quality Systems and Modern Quality Systems.
- Lesson Two – Why is Service Excellence Important?
The following topics are covered: Financial Necessity, Legal Necessity, Marketing Necessity, Survival Necessity and Stakeholder Necessity.
- Lesson Three – What do Customers Want?
The following topics are covered: Identification of Needs, Revealed Requirements, Expected Requirements, Emotional Requirements, Finding Out What Customers Want and Market Research.
- Lesson Four – How to Plan Service Excellence
The following topics are covered: Where Do You Fit In? Understanding the Situation, Deciding on Standards, Benchmarking, Aims and Objectives and Making a Plan for Any Size of Quality Project.
- Lesson Five – How to Deliver Service Excellence
The following topics are covered: Project Plan with Quality Milestones, Quality Requirements and Objectives, Organisation and Responsibilities, Conventions and Standards, Controlling Change, Resources and Deliverables, Supplier Control and Quality Techniques.
- Lesson Six – How to Monitor Service Excellence
The following topics are covered: Quality Assurance, Corrective Action, Design Reviews, Quality Audits and Reviews, Testing and Reliability and Training for Service Excellence.
- Lesson Seven – How to Maintain Service Excellence
The following topics are covered: Quality Evaluation, Improving Skills and Improving Service.
Pre-Requirements:
There are no particular entry requirements.
Technical Support
Once you have enrolled, you will have access to your own personal tutor by mail or email. You will receive full tutor support for a 12 month period.
Qualification
The course consists of 7 modules with set assignments to complete. The qualification is gained from your coursework and there is no exam to complete. On completion of this course students will be awarded with the ASET Level 3 Certificate in Customer Service Excellence. This award is at an equivalent to A Level or NVQ Level 3.
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