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ASET Certificate in Customer Service Excellence

Course Code: AS324

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This is the ASET Certificate in Customer Service Excellence. 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. You will also learn how 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.

Course Content

The course is divided up as 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
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

Course Duration

Students may register at any time and have a full year to complete their studies.

Assessment

The course will take the form of a series of written assignments which are submitted and marked by your tutor. There is no external examination.

Study Method

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

Qualifications

The course leads to the award:

Certificate in Customer Service Excellence from ASET [Level 2], a leading UK awarding body recognised by the Qualifications and Curriculum Authority. Taking and completing this course will add value to your CV by demonstrating your understanding of Customer Service Excellence. It will enable you to maximise your personal development, and help you find your dream job, by showing a potential employer your commitment and knowledge of the subject. It will allow you to put yourself in charge of your career, to develop and grow at a pace that suits you, and help you stand out from other applicants when job hunting.