This course is available in Paper or Online format.
This programme is designed for people who wish to gain an understanding of principles and practice of Customer Service Excellence.
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Customer Service Excellence at QLS Level 3
Course code: SH012
Delivery method: Paper Based or Online
Course duration: 12 Months (approx. 60 hours)
Entry requirements: No prior qualification needed
Award achieved: ABC Awards and Certa Award Certificate of achievement at QLS Level 3
Awarding body: ABC
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
The course is divided up into seven units, as follows:
Unit 1: What is Customer Service Excellence?
- Why Plan for Excellence?
- Traditional Quality Systems
- Modern Quality Systems
Unit 2: Why is Service Excellence Important?
- Financial Necessity
- Legal Necessity
- Marketing Necessity
- Survival Necessity
- Stakeholder Necessity
Unit 3: : What Do Customers Want?
- Identification of Needs
- Revealed Requirements
- Expected Requirements
- Emotional Requirements
- Finding Out What Customers Want
- Market Research
Unit 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
Unit 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
Unit 6: How to Monitor Service Excellence
- Quality Assurance
- Corrective Action
- Design Reviews
- Quality Audits and Reviews
- Testing and Reliability
- Training for Service Excellence
Unit 7: How to Maintain Service Excellence
- Quality Evaluation
- Improving Skills
- Improving Service
At the end of this course successful learners will be given the option to receive a Certificate of Achievement from the Quality Licence Scheme and a Learner Unit Summary (which lists the components the learner has completed as part of the course).
The course has been endorsed under the 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 defined quality criteria. The completion of this course alone does not lead to a regulated qualification* but may be used as evidence of knowledge and skills gained. The Learner Unit Summary may be used as evidence towards Recognition of Prior Learning if you wish to progress your studies in this subject. 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 demand/complexity involved in successful completion by the learner.
The course itself has been designed by Kendal Publishing Ltd to meet specific learners’ and/or employers’ requirements which cannot be satisfied through current regulated qualifications. The Quality Licence Scheme endorsement involves robust and rigorous quality audits by external auditors to ensure quality is continually met. A review of courses is carried out as part of the endorsement process.
The Quality Licence Scheme is part of the Skills and Education Group, a charitable organisation that unites education and skills-orientated organisations that share similar values and objectives. With more than 100 years of collective experience, the Skills and Education Group’s strategic partnerships create opportunities to inform, influence and represent the wider education and skills sector.
The Skills and Education Group also includes two nationally recognised awarding organisations; Skills and Education Group Awards and Skills and Education Group Access. Through our awarding organisations we have developed a reputation for providing high-quality qualifications and assessments for the education and skills sector. We are committed to helping employers, organisations and learners cultivate the relevant skills for learning, skills for employment, and skills for life.
Our knowledge and experience of working within the awarding sector enables us to work with training providers, through the Quality Licence Scheme, to help them develop high-quality courses and/or training programmes for the non-regulated market.
*Regulated qualification refers to those qualifications that are regulated by Ofqual / CCEA / Qualification Wales
Paper Based Version
The course comes to you as a paper-based pack delivered by courier.
You will be given guidance through the Study Guide on the nuts and bolts of studying and submitting assignments.
Postal assignments cannot be accepted without prior permission from the tutor.
Our online courses are fully digitised versions of the paper-courses, so you can study on any PC or smart device when connected to the internet.
As with the paper course, your online learning programme is completely flexible, so you can study at a pace that suits you.
All of our online course content is broken down into bite size chunks to make your learning more manageable and effective.
The course contains a number of assignments which your tutor will mark and give you valuable feedback on. We call these Tutor Marked Assignments (TMAs). You need only send the TMAs to your tutor for comment, not the self-assessment exercises which are also part of the course to help you gauge your progress.
This course can be taken over a 12 month period but you can complete it as fast or as slowly as you wish.
You will have access to a tutor via email who will mark your work and guide you through the course and will assist you with any problems you may have. In addition you will be supplied with a comprehensive Study Guide which will help you through the study and assessment process.