Customer Service Excellence
Study House
Summary
- Certificate of completion - Free
- Tutor is available to students
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Overview
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.
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
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?
Financial Necessity
Legal Necessity
Marketing Necessity
Survival Necessity
Stakeholder Necessity
Unit 3: : What Do Customers Want?
Identification of Needs
Revealed Requirements
Expected Requirements
Emotional Requirements
Finding Out What Customers Want
Market Research
Unit 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
Unit 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
Unit 6: How to Monitor Service Excellence
Quality Assurance
Corrective Action
Design Reviews
Quality Audits and Reviews
Testing and Reliability
Training for Service Excellence
Unit 7: How to Maintain Service Excellence
Quality Evaluation
Improving Skills
Improving Service
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.
Requirements
There are no study pre-requirements as the course is intended for learners who have not studied this topic beforehand.
Career path
The course is suited to any one in any business sector where customer service is an important skill.
Questions and answers
I wish to work as a receptionist...is this course gives any guarantee of work.
Answer: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 House
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Certificates
Certificate of completion
Digital certificate - Included
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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.
