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CUSTOMER SERVICE EXCELLENCE ( ACCREDITED LEVEL 3)
 
CUSTOMER SERVICE EXCELLENCE ( ACCREDITED LEVEL 3)
 
£250.00
 

COURSE CODE 201


 

 

Student Profile

 

This programme is designed for people who wish to gain an understanding of principles and practice of Customer Service Excellence.  No prior knowledge is required.

 

Objectives

 

The objectives of the course are to:

 

Understand excellent service and why it is important

Define service excellence

Identify what customers want

Devise a plan for service excellence

Deliver a service excellence project

Monitor and assess the effectiveness of the plan

Maintain service excellence in your organisation

 

Study Method

 

The course is designed for study by distance learning at work or at home.  Students receive course manual, assignments and studyguide plus tutor support by mail and email.  You can start at any time and plan your studies over a period of up to one year from the time of enrolment. 

 

Assessment

 

Each element is followed by a written assignment, which is submitted and marked by your tutor.  There is no external examination required.

 

Price and Payment Methods

 

Please refer to current price list

 

Course Accreditation

 

At the end of this course successful learners will be awarded a certificate of achievement by NCFE. This course has been accredited under NCFE IIQ Licence by Kendal Publishing Limited which has been approved as an NCFE Investing in Quality (IIQ) centre to give formal recognition to our courses. We have designed our training courses specifically to meet the needs of learners who prefer to study from home. The course measurable learning outcomes have been benchmarked at Level 3 (using Ofqual’s Qualification and Credit Framework (QCF) level descriptors) to allow you to consider the depth of study, difficulty, and level of achievement involved.

 

Course Duration

 

Students may register at any time and have a full year to complete their studies.  The course will take around 60 hours of study to complete.

 

Pack/Course Contents

 

Your study pack is dispatched in full at the time of enrolment and provides all you need to complete your studies:

 

Studyguide

Comprehensive study notes for each element of the course

Self-assessment activities

Assignments

Tutor support

Assignment marking & feedback

Certification

 

 

 

 

 

COURSE CONTENT

 

The course is divided up into seven modules, as follows:

 

Module 1: What is Customer Service Excellence?

Why Plan for Excellence?

Traditional Quality Systems

Modern Quality Systems

 

Module 2: Why is Service Excellence Important? 

Financial Necessity

Legal Necessity

Marketing Necessity

Survival Necessity

Stakeholder Necessity

 

Module 3: : What Do Customers Want?

Identification of Needs

Revealed Requirements

Expected Requirements

Emotional Requirements

Finding Out What Customers Want

Market Research

 

Module 4: How to Plan for Service Excellence

Where Do You Fit In? 

Understanding the Situation

Deciding on Standards

Benchmarking

Aims and Objectives

Making a Plan for Any Size of Quality Project           

 

Module 5: How to Deliver Service Excellence

Project Plan with Quality Milestones

Quality Requirements and Objectives

Organisation and Responsibilities

Conventions and Standards

Controlling Change

Resources and Deliverables

Supplier Control

Quality Techniques

 

Module 6: How to Monitor Service Excellence

Quality Assurance

Corrective Action

Design Reviews

Quality Audits and Reviews

Testing and Reliability

Training for Service Excellence

           

Module 7: How to Maintain Service Excellence

Quality Evaluation

Improving Skills

Improving Service      

 


 

 



Advantages of this distance learning course:
  • Home Study: you declare when you study, no need to attend class at fixed times and fixed dates. Your study hours fit around you!
  • We will post all the beautifully printed course materials to you. Everything is written in a clear and easy-to-understand format.
  • Start this course anytime of the year! No need to wait until the new academic year starts. Enroll today so soon you'll start improving your CV or re-skill for your new career.
  • Create your own study routine, learn at your own pace, complete your course as quickly or slowly as your circumstance dictate.
  • Your home learning is totally supported by experienced tutors who guide, encourage and assess your progress. You will not be alone because all our tutors are friendly and approachable.


CUSTOMER SERVICE EXCELLENCE ( ACCREDITED LEVEL 3)
 
CUSTOMER SERVICE EXCELLENCE ( ACCREDITED LEVEL 3)
 
 
£250.00
 

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Questions about this course? Contact Student Support / Course Advisors

Enrol by phone: call 0845 65 22 187 quote course code 201

Enrol by post: print this postal form.

http://www.ukdistancelearningcollege.com/web/p201


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