"Customer Service Excellence NCFE Level 3"

Student Profile

This programme is designed for people who wish to gain an understanding of principles and practice of Customer Service Excellence. No prior knowledge is required.

Objectives

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

Accreditation

At the end of this course successful learners will receive a level 3 NCFE Award certificate of achievement. That means that it is independently accredited at a level of learning equivalent to level 3 on the National Qualifications Framework (NQF) for England, Wales and Northern Ireland.  The course is provided in conjunction with Kendal Publishing Limited – a licenced NCFE centre.

NCFE is recognised as an awarding body by the qualification regulators for England, Wales and Northern Ireland. The regulators are the Office of the Qualifications and Examinations Regulator (Ofqual) in England, the Department for Children, Education, Lifelong Learning and Skills (DCELLS) in Wales and the Council for Curriculum, Examinations and Assessment (CCEA) in Northern Ireland

Study Method

The course is designed for study by distance learning at work or at home. Students receive course manual, assignments and studyguide plus tutor support by mail and email. You can start at any time and plan your studies over a period of up to one year from the time of registration.

Assessment

Each element is followed by a written assignment, which is submitted and marked by your tutor. There is no external examination required.

Course Duration

Students may register at any time and have a full year to complete their studies. The course will take around 120 hours of study to complete.

Pack/Course Contents

· Studyguide

· Comprehensive study notes for each element of the course

· Self-assessment activities

· Assignments

· Tutor support

· Assignment marking & feedback

· Accreditation

Price

The cost of the course is £230 inclusive of learning materials, tutor support and assignment marking.

COURSE CONTENT

The course is divided up into seven modules, as follows:

Module 1: What is Customer Service 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 Requirements
Expected Requirements
Emotional Requirements
Finding Out What Customers Want
Market Research

Module 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

Module 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

Module 6: How to Monitor Service Excellence

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

Module 7: How to Maintain Service Excellence

Quality Evaluation
Improving Skills
Improving Service