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If you work (or want to work) in a business admin role, then this online course is for you! Perfect as a piece of initial training, or as CPD (Continuing Professional Development), this course will make you a more effective administrator, and will allow you to show employers that you are a committed to self-improvement and learning new things.
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
- 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
Who is this course for?
This course is ideal for anyone who wants to work in a business admin role, or anyone who already works in such a position but wants to improve their prospects of promotion.
There are no formal requirements for this course.
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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.