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Human Resource Practices, Customer Service, Personnel Skills, Executive Office Skills, Customer Relations, Business Planning, Business Management, business finance, Bookkeeping, start your own business

Customer Service – Level 3 -

£395.00

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Customer Service – Level 3

£395.00

This programme is designed for people who wish to gain an understanding of principles and practice of Customer Service Excellence. No prior knowledge is required.

Objectives

The objectives of the course are 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

Interest Free Payment Plan for this course consists of an initial payment of £155.00 followed by 6 monthly payments of £40.00. To take advantage of this payment method, use the down arrow to select “Payment Plan” before adding to basket.

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Customer Service Accreditation

At the end of the Customer Service course successful learners will receive a Certificate of Achievement by ABC Awards and a Learner Unit Summary (which lists the details all of the units you have completed as part of your course).

The Customer Service course has been endorsed under the ABC Awards’ Quality Licence Scheme.  This means that Kendal Publishing Ltd has undergone an external quality check to ensure that the organisation and the courses it offers, meet certain quality criteria.  The completion of this course alone does not lead to an Ofqual regulated qualification but may be used as evidence of knowledge and skills towards regulated qualifications in the future.  The unit summary can be used as evidence towards Recognition of Prior Learning if you wish to progress your studies in this sector.  To this end the learning outcomes of the course have been benchmarked at Level 3 against level descriptors published by Ofqual, to indicate the depth of study and level of difficulty involved in successful completion by the learner.

The Customer Service course itself has been designed by Kendal Publishing Ltd to meet specific learners’ or employers’ requirements.   ABC Awards’ endorsement involves a robust and rigorous quality audit by external inspectors to ensure quality is consistently met.  A regular review of courses is carried out as part of the endorsement process.

ABC Awards is a leading national Awarding Organisation, regulated by Ofqual, and the Welsh Government.

Enrolling on this course entitles you to apply for an NUS Extra card.

Study Method

The course is designed for study by distance learning at work or at home. Students receive course manual, assignments and study guide plus tutor support by mail and email. You can start at any time and plan your studies over a period of up to one year from the time of registration.

Assessment

Each element is followed by a written assignment, which is submitted and marked by your tutor. There is no external examination required.

Course Duration

Students may register at any time and have a full year to complete their studies. The course will take around 60 hours of study to complete.

Pack/Course Contents

  • Study guide
  • Comprehensive study notes for each element of the course
  • Self-assessment activities
  • Assignments
  • Tutor support
  • Assignment marking & feedback
  • Accreditation

The course is divided up into seven modules, as follows:

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

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