Summary

Build on your Customer Service skills with this Excellent Course.

This programme is designed for people who wish to gain an understanding of principles and practice of Customer Service Excellence. It is especially relevant for people working or planning to work in a service environment and who have responsibility for improving service standards. No prior knowledge is required.

Course Content

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 and maintain service excellence in your organisation.

Frequently Asked Questions

Q. When can I start my course?
A. Any time - we have people enrol and start virtually every day of the year.
Q. What learning methods do you offer?
A. All of our courses are offered via distance learning
Q. How long does the course take
A. We leave it up to the student to decide how many hours they study, when and where they study. You can do more hours one week than the next if you want. Some students will take 6 months to do a 100 hour course, others taking only a couple of months. These courses are as flexible as you will get anywhere! HOWEVER the most successful students set aside 4- 6 hours a week to study and you would need to complete your study in a year unless otherwise identified.
Q. What qualification will I achieve after taking a course?
A. This depends on which course you take.
If you take a certificate course, for example, then you will achieve a certificate qualification on passing the course.
Q. Can I pay in instalments?
A. Regrettably we are unable to offer this option but this does keep the overall cost lower
Q Will this course get me a job?
A In our experience current relevant training is always viewed positively by employers...the rest is up to you
Q. Do I need any extra books?
A. You are supplied with all "essential" reading in the course notes. Extra books can be useful in some courses; especially for special projects; but we have also found that they can sometimes distract the student from focussing on the most important things they need to absorb and remember. There is a danger of having too much information in a course. Remember "a course is all about learning"; not just collecting information.
Q. What do I get as a student?
A. All the information necessary to learn, a carefully conceived pathway to follow, and lots of guidance from expert tutors. You need to understand that a course is "an experience that makes you into a different (more capable) person". If a course does it's job properly; you will graduate with a different mind set, and a different perspective on the subject you studied.
To bring about these changes involves presenting you with information of course; but it's a great deal more than that. Some people enter study, thinking it's all about collecting information; but that's not study (that's building a library).
As a student, we provide you with things to read, selected information about the subject - but not too much information for the duration of the course. If we gave you too much, the important things could not be emphasised as easily and you could not experience the reinforcement and reflection which is critical to a learning experience.
Your fees are paying not only for a set of notes; but for a whole process of learning to be designed, maintained and supported by having resources standing ready to support you whenever we detect you straying off course; or whenever you approach us seeking assistance.
Q. How important are qualifications?
A. If you want to be successful; get the best learning ....that is what will make the big difference throughout your career.
Qualifications you pick up along the way are not always as important as most people think. Country Life Magazine in the UK (Aug 25, 2010, pg 31) commented:
" We have too many under educated students at too many second rate universities." "For years now, we have subscribed to the myth that at least half the population needs a university education. Yet, in the real world, employers long ago discounted degrees from many institutions..."

Additional Information

Modules

What is Customer Service Excellence?
Why is Service Excellence Important?
What Do Customers Want?
How to Plan for Service Excellence
How to Deliver Service Excellence
How to Monitor Service Excellence
How to Maintain Service Excellence