Customer Service Excellence (Level 3) Course
UK Learning College
Summary
- Tutor is available to students
Overview
Whether you wish to embark upon a career in customer service or simply want learn a practical skill for everyday use, the distance learning Customer Service Excellence course can provide you with all the necessary skills. The home study course teaches you everything from the fundamentals of customer service through to the more complex skills, all through cost-effective home study. The distance learning course is designed to suit you, allowing you to learn customer service skills in a flexible and convenient manner.
If you'd like a career in customer service or would like to simply learn this highly useful practical skill, the home study customer service course is the ideal distance learning training course for you.
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
Description
How is the course structured?
The NCFE Level 3 Customer Service Excellence course is divided into seven comprehensive modules:
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
Home Study Tutor Support
You will be provided with comprehensive materials designed to provide you with everything required to complete Customer Service Excellence course. You will have your own personal tutor helping you with your course work and with any questions you may have. Plus you can contact our Student Advisors by email or phone for all the practical advice you may need – so we really are with you 100%.
What's more, you'll have access to the online student portal, where you can interact with other students, browse our resource library and manage your account.
Course Assessments
The Customer Service Excellence course is marked through a process of continuous assessment guided by your tutor following NCFE guidelines. This means that your qualification will be awarded according to your performance on assessments rather than by taking an exam.
We send the full course out, you then read through the course in your own time and complete the assignments which you send to your tutor for marking. There is no word count for these assignments. However, one sentence answers will be rejected and you will have to re-submit it for marking.
Upon verification of the activities, exercises and assignments, a certificate of achievement will be awarded by the national awarding organisation NCFE, as confirmation that your written work has met all of the learning outcomes and assessment criteria for the programme.
What's Included? What do I get when I enrol?
Your course fee covers everything you will need to successfully complete the Customer Service Excellence home study course and earn your Level 3 Qualification:
1. All textbooks, study folders, and/or online learning aids designed for distance learning
2. A full range of student services, including:
- Tutor marked assessments (TMAs)
- Access to the online student portal (Student Chat, Forums and Online Support Resources)
- NUS Extra Card (discounted membership)
- Comprehensive Study Guide & Study Plan
- Guide to Effective Study Techniques
- How to approach exams without fear
3. An accredited award upon successful course completion directly from the awarding body NCFE
4. One year's educational support by e-mail, post, fax or phone
5. Free postage and packaging for UK mainland students
Requirements
The good news is that no prior learning knowledge or experience is essential to take this course. This course is openly available to anyone wishing to learn more about Customer Service Excellence and would like to take part in a highly rewarding home study course. We believe that everyone should have the opportunity to expand their knowledge and study further, so we try to keep our entry requirements to a minimum.
Career path
Customer Service Manager
As a customer services manager, it would be your job to make sure that customers' needs and expectations are satisfied. You could be responsible for anything from managing a customer service team and dealing with enquiries in person, to developing customer service standards for a large company.
Questions and answers
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Legal information
This course is advertised on reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.