[ 0 Items    0.00   ]  
 
 
   HOME    LOGIN    WHAT'S NEW?    SEARCH    CONTACT US
Your Selection more
0 items
Categories
A Levels
GCSEs
Alternative Therapy
Animal Care
Art & Creative Skills
Book-Keeping and Accounts
Business
Food and Catering
Health, Beauty & Fitness
Hospitality, Hotel and Tourism
iBusiness School Online
Inflight Training
IT
Leisure & General Interest
Linkword Languages
Music
Oxford College
Social Studies
Studio Art School Online
Study House
Technical Studies
The Learning Institute
Information
Qualifications
FAQ
Printable Enrolment Form & Price List.
Contact Details
About Us
About iBusiness School
About ICS
About Inflight Training
About Oxford College
About Studio Art School
About Study House
About The Learning Institute
Easy Payment
Orders outside UK
Privacy & Security
Terms & Conditions
Website Problems
Useful Links
Contact Us
Most Popular
01. Fares and Ticketing Level I
02. Catering and Gourmet Cooking
03. Event Planner
04. Fares and Ticketing Level II
05. GUEST SERVICES CERTIFICATE UNIT A4: ACCOMMODATION (LAUNDRY)
06. Healthy Eating & Food Hygiene Certificate
07. Hospitality Management


web trader member
Scommesse
Customer Service Excellence Certificate [Level 3] [SH] 175.00
box_bg_l.gif.

Certificate in Customer Service Excellence [Level 3]

Objectives
At the end of the course students will be able 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

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 excellence, and determine how to set, improve and maintain service excellence.

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 Level 3

Course Outline
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
Benchmarking
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

Available Options:
Format selected::
This product was added to our catalogue on Monday 16 May, 2005.
box_bg_r.gif.
Customers who bought this course also purchased
Business Management Certificate
Business Management Certificate
   HOME    LOGIN    WHAT'S NEW?    SEARCH    CONTACT US