Customer Excellence Level 3

Method of study

Distance learning enables you to complete your studies at work or at home over a timescale which suits your other commitments. No formal attendance at college is required but tutor support is included.

Duration

The course may take an average student approximately 60 hours to complete, including the assessment. You can register at any time and you will have a full year in which to complete the course.

Course materials

You receive: course manual, with exercises and activities, assignments and study guide to help you plan your studies, and assessment materials.

Assessment method

Each element is followed by a written assignment, which you submit for marking by your Tutor. No external examination is required.

Tutor support

As well as marking your assignments, your Tutor is available for help by telephone and/or email.

ACCREDITATION

This course is provided in conjunction with Kendal Publishing Ltd, a licensed NCFE centre, and is equivalent to Level 2 on the National Qualifications Framework. NCFE is recognised as an awarding body by the Office of the Qualifications & Examinations Regulator (Ofqual) in England, DCELLS in Wales and CCEA in N Ireland.

PRICE

£250 including registration, materials, tuition and validation
Or £60 deposit and 4 monthly payments of £50 (£260) (UK only)
Overseas: EU postage included or £20 courier. World: Add £20 Airmail signed-for delivery.

OUTLINE CONTENT

Module 1: 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 & expected requirements
•Emotional requirements
•Finding out what customers want
•Market research

Module 4: How to Plan for Service Excellence

•Where do you fit in?
•Deciding on standards
•Benchmarking
•Making a plan

Module 5: How to Deliver Excellence

•Project plan with milestones
•Quality requirements and objectives
•Conventions & standards
•Controlling change
•Resources & deliverables
•Supplier control
•Quality techniques

Module 6: How to Monitor Excellence

•Quality assurance
•Corrective action
•Design reviews
•Testing & Reliablity
•Training

Module 7: How to Maintain Excellence

•Quality evaluation
•Improving skills
•Improving service