Add to basket or enquire
This programme is designed for people who wish to gain an understanding of principles and practice of Customer Service Excellence, in any work environment where customer service excellence is a requirement. No prior knowledge is required.
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
The course is designed for home study or distance learning and is comprised of comprehensive printed course notes presented in an A4 ring binder, together with course assignments and study guide. Tutor support and a student helpline facility are integral to the course, and students have a full 12 months in which to complete their studies. Actual study time will be of the order of 90-100 hours.
The course is divided up into seven study units, each with one tutor marked assignment to be completed. Each assignment contains approx 8-10 written tasks to be completed which are then submitted to a subject tutor for marking. Where required assignments can be re-submitted after amendment in the event that the assessment standards are not full met on first submission
The course units and topics are as follows:
Unit 1: What is Customer Service Excellence?
Why Plan for Excellence?
Traditional Quality Systems
Modern Quality Systems
Unit 2: Why is Service Excellence Important?
Unit 3: : What Do Customers Want?
Identification of Needs
Finding Out What Customers Want
Unit 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
Unit 5: How to Deliver Service Excellence
Project Plan with Quality Milestones
Quality Requirements and Objectives
Organisation and Responsibilities
Conventions and Standards
Resources and Deliverables
Unit 6: How to Monitor Service Excellence
Quality Audits and Reviews
Testing and Reliability
Training for Service Excellence
Unit 7: How to Maintain Service Excellence
Who is this course for?
The course is designed for anyone woho wishes to understand the importance of customer service and develop te skills of implementing and practicing customer service excellence in their work role.
There are no study pre-requirements as the course is intended for learners who have not studied this topic beforehand.
The course is suited to any one in any business sector where customer service is an important skill.
Questions and answers
No questions or answers found containing ''.
Rajvinder Kaur asked:
I wish to work as a receptionist...is this course gives any guarantee of work.
Thank you for your query. All jobs are based upon selection criteria set by the individual employer and these will vary from one post to another. Consequently whilst this course provides evidence of customer care skills, it cannot on its depend give a guarantee of employment. Kind regards, Study HouseThis was helpful. Thank you for your feedback.
Rating and reviews
There haven't been any reviews for this course yet.Leave a review
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.