Customer Service Excellence

This course aims to provide the skills needed to achieve a strong customer focus, by identifying and analysing customers, so that a positive relationship can be developed. The implementation and management of these skills is established, through examining the principles of quality customer service. This, in turn, will highlight the link between customer service and quality customer relations – the essentials of a competitive advantage.

Kevin Midgely has an MBA from Damelin Oxford Brookes (London). He has been a part-time lecturer since 1991, and has lectured for Damelin Education Group, Varsity College, Vega, Regenesys Business School, and AAA School of Advertising. Kevin also ran his own training company from 1994 to 2008.

Kevin is also the author of a self-published textbook, The Credit Controller’s Handbook, first published in 1999.

As an experienced social science researcher, she loves sharing new skills and knowledge with others, and ultimately enhancing their capabilities in handling issues that affect their line of work and personal lives.

BASIC REQUIREMENTS

To successfully access and complete this course, you will be required to have a registered email account, access to a computer/laptop/tablet and stable internet connection. You will be required to be familiar with using a computer as you may need to be able to read and download documents in Adobe PDF Reader, view Microsoft PowerPoint presentations, and read and create documents in Microsoft Word.

ADDITIONAL REQUIREMENTS

Our online short learning programmes may require additional software applications. These additional software applications requirements will be communicated to you in this information pack and/or on the website course page. UNi4 Online does not provide any additional software applications required for online short learning programmes.

Please note: Google, YouTube and Vimeo may be used in our online course delivery. If any of these services are blocked in your jurisdiction, you may have difficulty in accessing our course content

Our online short learning programmes are broken into self-paced manageable modules designed to be interactive and engaging:

• The programme is available to be viewed on smart devices and includes mobile, tablets and personal computers.
• Relevant case studies, articles and recommended reading are part of supplementary resources available.
• Apply and evaluate what you have learned in each module with the self-grading quizzes and assignment submissions.
• View a range of introductory course videos by your Subject Matter Expert.
• Scheduled live webinars are included with the Online Academic Tutor.
• Network, collaborate and interact with your fellow participants and Online Academic Tutor via the discussion forum.

Upon successful completion of this online short learning programme, you will be awarded with a UNi4 Online Certificate of Completion.

Your dedicated Online Academic Tutor (OAT) will provide you with necessary guidance, offer advice and answer questions on course content, to help you achieve academic success.

• MODULE 0 | WEEK 1 OrientationNavigating the Virtual Learning Environment
• MODULE 1 | WEEK 2 Introduction to Customer ServiceDefining customer service and looking at terminology and techniques
• MODULE 2 | WEEK 3 Stakeholder Identification and AnalysisLooking at how to identify and analyse an organisation’s stakeholders
• MODULE 3 | WEEK 4 Customer Service, Customer Relations and Quality ManagementIllustrating the link between customer service, customer relations and quality management

• MODULE 4 | WEEK 5 Customer-Centricity: A Customer – Focused OrganisationLooking at the importance of a client-focused organisation in gaining competitive advantage
• MODULE 5 | WEEK 6 Implementing Customer-CentricityExplaining the implementation of customer-centricity in an organisation
• MODULE 6 | WEEK 7 Effective Communication SkillsDiscussing effective communication skills and ways to handle difficult customers and situations
• MODULE 7 | WEEK 8 The Measurement of Customer Service SatisfactionExplaining the measurement of customer service satisfaction
• MODULE 8 | WEEK 9 Wrap-upSynthesise your learning journey experience and evaluate the course