Customer Service Excellence Level 3

Our course code: ST336

Course fee: £325 or from £25 per month

Enrol on this course

“Customer Service is not a department, it is everyone’s job …”

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.

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.

Develop key skills in customer service to overcome expectations, improve loyalty and positive experiences.

  • Study with winners

    We’re an award-winning learning provider and have been recognised for our cutting-edge learning techniques.

  • At your own pace

    Study this course as quickly or slowly as you wish; we’ll work at a speed that suits you.

  • Unlimited Tutor Support™

    Get as much help and support as you want from your personal course tutor via email and phone.

  • Awarding body: ABC Awards

ABC Awards is a leading national Awarding Organisation, regulated by Ofqual, and the Welsh Government for their qualifications on the national framework. ABC Awards combines 180 years of examination and assessment expertise but also implements a responsive, flexible and innovative approach to the needs of our students.

Study Hours

Up to 60 hours, which is around 20 minutes per day for 6 months.

Study Method

The course is specially designed for study by distance learning. Throughout the course there will be self-assessment questions, and tutor marked assignments (TMAs), to enable you to monitor your progress.

Course Duration

You have up to a year to complete this course and we have included a suggested number of study hours. This is usually ample time for learners, even with full time jobs and other commitments. Don’t worry if you go over the year though, we can organise an extension to your course for a small fee, which also extends your tutor support.

Assessment

Throughout this course, you may be expected to complete assignments, essays, research projects, posters, leaflets, presentations, video/audio recordings, work-based and practical learning sessions to meet the requirements of your course. This information will be included in your study pack detailing exactly what you need to do to accomplish your goals as a student.

Course Outcomes

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). You can read more about ABC here. Tens of thousands of people each year further their education with an ABC award.

Additional Information

Difficulty - Level 3

Entry requirements - There are no formal entry requirements for this course, however, it is recommended that you have an intermediate ability to read and write English.

Course Content

1: What is Customer Service Excellence?
  • Why Plan for Excellence?
  • Traditional Quality Systems
  • Modern Quality Systems
2: Why is Service Excellence Important?
  • Financial Necessity
  • Legal Necessity
  • Marketing Necessity Survival Necessity Stakeholder Necessity
3: What Do Customers Want?
  • Identification of Needs
  • Revealed Requirements
  • Expected Requirements
  • Emotional Requirements
  • Finding Out What Customers
  • Want Market Research
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
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
6: How to Monitor Service Excellence
  • Quality Assurance
  • Corrective Action
  • Design Reviews
  • Quality Audits and Reviews
  • Testing and Reliability
  • Training for Service Excellence
7: How to Maintain Service Excellence
  • Quality Evaluation
  • Improving Skills
  • Improving Service
Show 1 more modules

Frequently Asked Questions

We have some answers to common student questions, but if you can't find the answer you're looking for then please contact us and we will do everything we can to answer your questions.

You will have access to your personal tutor, via email and telephone, who will mark your assignments and guide you through the course. In addition, you will be supplied with a comprehensive Study Guide which will help you through the study and assessment process. Your personal tutor will be highly experienced in their subject area and qualified to teach.

You don’t need any prior skills in the subject area to start. However, as with all of our courses, we recommend a reasonable level of English reading and writing ability.

We provide all the specially written learning materials you require to study this course at home. The course fee also includes tutor support for 12 months.

You will receive everything you need to complete this course within the study pack we send to you.

No, this course is assessed by coursework alone.

No, all of the study materials are supplied within your learning pack.

That’s fine, this course can be studied anywhere and is completed by submitting Tutor marked assignments (TMAs).

Please check our FAQs section or Contact Us, we are happy to answer any questions you have.