The Customer Service Excellence – Level 3 Course 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.
On successful completion of this course, students will receive an accredited Level 3 Certificate of Achievement.
Objectives Of The Customer Service Training
At the end of the home study courses students will be able 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
The Home Study Courses Include the Following 7 Units:
- Unit One – What is Customer Service Excellence?
The following topics are covered: Why Plan for Excellence? Traditional Quality Systems and Modern Quality Systems.
- Unit Two – Why is Service Excellence Important?
The following topics are covered: Financial Necessity, Legal Necessity, Marketing Necessity, Survival Necessity and Stakeholder Necessity.
- Unit 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.
- Unit 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.
- Unit 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.
- Unit 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.
- Unit Seven – How to Maintain Service Excellence
The following topics are covered: Quality Evaluation, Improving Skills and Improving Service.
Training Course Duration:
Students may register at any time and have a full year to complete their studies. The home study courses will take approximately 80 hours of study to complete.
To find out more about this Customer Service Excellence Course visit course provider website.
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