Advanced Customer Service
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STUDY GUIDE<br />
ADVANCED CUSTOMER<br />
SERVICE SHORT COURSE<br />
DELIVERED BY:<br />
Web: www.logisticslearningalliance.com<br />
Email: enquiry@logisticslearningalliance.com<br />
Phone: 0800 1588231
ADVANCED CUSTOMER SERVICE<br />
Most businesses today recognize – or at<br />
least pay lip service to - the importance of<br />
customers and their loyalty. Banners and<br />
slogans say it. Advertising focuses on it.<br />
And customer service departments have<br />
become a standard, to assure customers<br />
they care and want to make things right.<br />
But do businesses really understand what<br />
a loyal customer is and the reasons why<br />
loyalty is so very important for business<br />
success?<br />
This course can also be used as credits<br />
to a recognised qualification from UK<br />
Awarding Organisations.<br />
Who is the course for?<br />
The <strong>Advanced</strong> <strong>Customer</strong> <strong>Service</strong> Short<br />
Course is designed for<br />
Managers and staff responsible for<br />
customer service within the supply<br />
chain<br />
Organisations looking to improve<br />
their standards of customer service<br />
How long does it take?<br />
The guided learning hours for this<br />
qualification are 80<br />
Assessment<br />
By the Centre Assessment Route – no<br />
examination!<br />
COURSE CONTENT<br />
Analysing the importance of<br />
customer relationship management<br />
within an organisation<br />
Analyse the methods used to<br />
manage and maintain customer<br />
relationships<br />
Making improvements to existing<br />
practices within your organisation<br />
The methods used to communicate<br />
with internal and external<br />
customers<br />
Potential changes to improve<br />
customer service delivery<br />
Evaluate the culture of customer<br />
service within your organisation<br />
The concept of Return on<br />
Investment<br />
Understand how to maintain<br />
customer satisfaction levels<br />
Understand how to create a<br />
customer care charter<br />
Current practices for handling<br />
customer complaints<br />
The significance of maintaining<br />
customer loyalty<br />
How Will I Study<br />
All learning materials will be<br />
supplied through Logistics<br />
Learning Alliance’s online Campus<br />
to get you started. Responses to<br />
set tasks, based against the<br />
SCILworld interactive case study,<br />
will be emailed to LLA for review<br />
by your assigned Mentor, who will<br />
provide support and guidance<br />
throughout. The registration period,<br />
during which a learner should<br />
complete this course is one year.
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