Certificate in Customer Service Excellence [Level 3]
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
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.
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.
ASET certification Level 3
Module 1: What is Customer Service Excellence?
Why Plan for Excellence?
Traditional Quality Systems
Modern Quality Systems
Module 2: Why is Service Excellence Important?
Module 3: What Do Customers Want?
Identification of Needs
Finding Out What Customers Want
Module 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
Module 5: How to Deliver Service Excellence
Project Plan with Quality Milestones
Quality Requirements and Objectives
Organisation and Responsibilities
Conventions and Standards
Resources and Deliverables
Module 6: How to Monitor Service Excellence
Quality Audits and Reviews
Testing and Reliability
Training for Service Excellence
Module 7:How to Maintain Service Excellence