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?
Module 3: : What Do Customers Want?
Identification of Needs
Finding Out What Customers Want
Module 4: How to Plan for Service Excellence
Where Do You Fit In?
Understanding the Situation
Deciding on Standards
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
Resources and Deliverables
Module 6: How to Monitor Service Excellence
Quality Audits and Reviews
Testing and Reliability
Training for Service Excellence
Module 7: How to Maintain Service Excellence