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Managing Customer Excellence

Virtual Instructor Led Training with CQI/IRCA certification.


TPT Consultancy & Training Ltd

Summary

Price
£900 inc VAT
Study method
Distance Learning with live classes
Duration
3 days, Full-time
Certification
Managing Customer Excellence
Professional certification What's this?
Additional info
  • Tutor is available to students

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Overview

This CQI/IRCA certified PT207: Managing Customer Excellence course will provide the practical skills to identify the different types of customers and stakeholders. Gain knowledge and insight into their various types of requirements. Learn the skills required to translate these requirements to their organisation’s governance, assurance and improvement processes; therefore, delivering customer excellence. Delegates will leave the course with the capability to use customer feedback and information from the external environment to enhance and innovate their organisation’s products and services.

Certification

Managing Customer Excellence

Description

On completion, delegates will gain the following knowledge and skills.

Delegates will have the knowledge to:

  • Apply a wide range of methods to establish customer/stakeholder requirements and views. Understand typical risks associated with their organisation's context and how they are addressed
  • Support process owners and managers in understanding customer and stakeholder requirements.
  • Ensure customer/stakeholder requirements are well understood and can flow across the organisation.
  • Ensure customer/stakeholder requirements are well understood and can flow down through the supply chain (external providers/suppliers).

Delegates will have the skills to:

  • Use tools to gather insights into markets, competitors, benchmarking and customer requirements.
  • Describe key tools to use in incremental, step change or transformational changes, in order to understand customer/stakeholder requirements.
  • Deploy appropriate tools and methods to enable the organisation to gain knowledge of market, competition, peers, quality differentiators and benchmarking with respect to specific products/services
  • Be a stakeholder advocate.

Recommended prior knowledge: FD105 Introduction to Product and Service Management

Who is this course for?

This course is aimed at those managing customer excellence and the development of performance measures supporting customer and stakeholder needs.

Requirements

There are no prerequisites, but there is recommended prior knowledge, FD105 Introduction to Product and Service Management.

Questions and answers

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FAQs

What does study method mean?

Study method describes the format in which the course will be delivered. At reed.co.uk courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

What are CPD hours/points?

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on reed.co.uk, many of which can be completed online.

What is a ‘regulated qualification’?

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

What is an ‘endorsed’ course?

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body’s logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.