Speak To A Course Advisor - Call 01539 724622
Please read our policy statement on Coronavirus - Covid-19.

Customer Service Excellence at QLS Level 3

Customer Service Excellence at QLS Level 3
  • customer-service-excellence

£250.00£275.00

This course is available in Paper or Online format.

Clear

This programme is designed for people who wish to gain an understanding of principles and practice of Customer Service Excellence.

Reviews

There are no reviews yet.

Only logged in customers who have purchased this product may leave a review.

Need Help? Contact Us Leave Feedback

Categories: , .

Tags: , , , , .

Introduction

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

Content

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
  • Benchmarking
  • 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

Qualification Information

At the end of this course successful learners will receive a Certificate of Achievement from ABC Awards and Certa Awards and a Learner Unit Summary (which lists the components the learner has completed as part of the course).

This course has been endorsed by ABC Awards and Certa Awards for its high-quality. The Quality Licence Scheme, endorses high-quality, non-regulated provision and training programmes. This course and/or training programme has been endorsed by the Quality Licence Scheme for its high-quality, non-regulated provision and training programmes. This course and/or training programme is not regulated by Ofqual and is not an accredited qualification. Your training provider will be able to advise you on any further recognition, for example progression routes into further and/or higher education. For further information please visit the Learner FAQs on the Quality Licence Scheme website.

Method of Study

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.

Online Version

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.

 

Method of Assessment

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.

Course Length Information

This course can be taken over a 12 month period but you can complete it as fast or as slowly as you wish.

Tutor Support

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.