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