Customer Service Excellence Level 3


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Important information

Typology Vocational qualification
Methodology Online
Class hours 60h
Duration 6 Months
Start On request
  • Vocational qualification
  • Online
  • 60h
  • Duration:
    6 Months
  • Start:
    On request

Customer Service is the service provided to customers before, during and after purchasing and using goods and services. Good customer service provides an experience that meets customer expectations. It produces satisfied customers.

Excellent customer service is exceeding the customer's expectation and produces happy customers. Exceeding customer expectations can improve customer loyalty and improve your sales and boost customer retention.

Excellent and consistent customer service is the foundation of any successful business and this course focuses on the critical role individuals play in building customer loyalty and creating positive service experiences and teaches you everything from the fundamentals of customer service through to the more complex skills.

In a world where small businesses need to do more than just sell products; they also want to build relationships. Customer service is a key part of the promise that your brand makes to a customer.

The demand for customer service exists in all sectors of industry and commerce, at least three million people work in this area as illustrated by research carried out by the Institute of Customer Service. Which means there is a lot of competition for these roles. Those skilled in customer care bring value to their organisations and will find that their talents are in high demand across all channels - with this course, this could be you.

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Where and when
Starts Location
On requestOn request
Starts Different dates available
Different dates available

To take into account

· What are the objectives of this course?

On this course you will: Understand excellent service and why it is important 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 Explore the role of customer service in creating great customer experiences.

· Requirements

You don't need any prior skills in the subject area to start this course.

· Qualification

At the end of this 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).

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Course rating
Centre rating

Reviews on this course

Former student
3.5 18/10/2016
What I would highlight: Made to feel essential to their business.
What could be improved: All good.
Would you recommend this course?: Yes
Did this opinion help you? Yes (0)
Steve Crawshaw
4.0 23/05/2016
What I would highlight: Expert and benevolent experience from beginning to end. I was prescribed to Oxbridge by a companion and I would prescribe them myself to anybody and will utilize their administrations again at the following open door. Top of the line !
What could be improved: Nothing bad.
Would you recommend this course?: Yes
Did this opinion help you? Yes (0)
Reviews gathered by Emagister & iAgora

Achievements for this centre


How do you get the CUM LAUDE seal?

All courses are up to date

The average rating is higher than 3.7

More than 50 reviews in the last 12 months

This centre has featured on Emagister for 3 years

What you'll learn on the course

Quality Assurance
Customer Service
Project Plan
Quality Training
Skills and Training
Service Excellence
Corrective Action
Quality Evaluation
Quality Techniques
Supplier Control
Controlling Change

Course programme

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

Each unit is followed by a written tutor marked assignment (TMA), which is submitted and then marked by your tutor. You will not be required to take an external exam.

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