Certificate in Delivering Good Service
Objectives
At the end of the course students will be able to:
• Understand good service and why it is important
• Define good service
• Identify what customers want
• Devise a plan for good service
• Deliver a good service project
• Monitor and assess the effectiveness of the plan
• Maintain good service in your organisation
Student Profile The programme is designed for people in a wide range of service occupations wishing to develop an understanding of the importance of service quality, and how to set & improve service standards.
Study Method The course is designed for study by distance learning at work or at home. Students receive course manual, assignments and studyguide plus tutor support by telephone, mail and email.
Qualification ASET certification
Course Outline
Module 1: What is Good Service? Why Plan for Quality?
Traditional Quality Systems
Modern Quality Systems
Module 2: Why is Good Service 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 Good Service 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 Good Service
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 Good Service Quality Assurance
Corrective Action
Design Reviews
Quality Audits and Reviews
Testing and Reliability
Training for Good Service
Module 7:How to Maintain Good Service Quality Evaluation
Improving Skills
Improving Good Service
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