Customer Service Excellence NCFE Level 3

Objectives
At the end of the course students will be able 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

Student Profile
The programme is designed for people in a wide range of service occupations wishing to develop an understanding of the importance of service excellence, and determine how to set, improve and maintain service excellence.

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 telephone, mail and email.

Duration
Students may study over any timescale of up to one year. To complete the course will take in the region of 60 hours of study. 

Study Pack 
Your study pack contains everything required to complete your course and no further purchases are necessary.

Assessment
This course is assessed through a series of tutor marked assignments. No attendance at an exams centre is required. 

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.

Course Outline
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