Customer Service Excellence (Level 3) Course

Course Structure

Module 1: What is Customer Service Excellence?

• Why Plan for Excellence?
• Traditional Quality Systems
• Modern Quality Systems

• Financial Necessity
• Legal Necessity
• Marketing Necessity
• Survival Necessity
• Stakeholder Necessity

• Identification of Needs
• Revealed Requirements
• Expected Requirements
• Emotional Requirements
• Finding out What Customers Want
• Market Research

• Where Do You Fit In?
• Understanding the Situation
• Deciding on Standards
• Benchmarking
• Aims and Objectives
• Making a Plan for Any Size of Quality Project

• Project Plan with Quality Milestones
• Quality Requirements and Objectives
• Organisation and Responsibilities
• Conventions and Standards
• Controlling Change
• Resources and Deliverables
• Supplier Control
• Quality Techniques

• Quality Assurance
• Corrective Action
• Design Reviews Quality Audits and Reviews
• Testing and Reliability
• Training for Service Excellence

• Quality Evaluation
• Improving Skills
• Improving Service

The UK Learning College is a leading Distance Learning Provider, offering a route to study for anyone who wants to gain a new skill or qualification, but finds the traditional, classroom-based mode of study unsuitable. Distance learning is an ideal way to learn around your current time and financial commitments, no matter how diverse and unpredictable your schedule is. With UK Learning College you not only study when it suits you and in your own time, but you can be sure of receiving all the advice and support you require as your studies develop. Because of our continuous system of enrolments, Students can enrol any time of year, and our flexible distance learning courses allow students to plan their studies to fit in their life style or work commitments. All of our students have access to their own personal distance learning course tutor who specialises in their field of education and is totally committed to helping you succeed in your home learning course.