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Manage Quality Customer Service

$70 Limited inc GST
Manage Quality Customer Service

This course is all about being able to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation.<br/><

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Self paced
Approximately 60 hours
180 maximum days to complete
2017-12-15 2017-12-15
Venue TBA
$70 Limited inc GST
This course is all about being able to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation.


Operators may have staff involved in delivering customer service and are responsible for the quality of their work. In many instances the work will occur within the organisation’s policies and procedures framework. At this level, the exercise of considerable discretion and judgement, using a range of problem solving and decision making strategies, will be required.


This course is broken up into three (3) sections. They are:

  1. Plan to Meet Internal and External Customer Requirements
  2. Ensure Delivery of Quality Products and Services
  3. Monitor, Adjust and Review Customer Service

At the conclusion of this course, you will be asked to complete an assessment. The information contained in this resource will assist you to complete this task.


COURSE CONTENT
Plan to Meet Internal and External Customer Requirements

  • Investigate, identify, assess, and include the needs of customers in planning processes
  • Ensure plans achieve the quality, time and cost specifications agreed with customers
  • Assessment - ‘True’ or ‘False’ Quiz.

Ensure Delivery of Quality Products and Services

  • Deliver products and services to customer specifications within the organisation’s business plan
  • Monitor team performance to consistently meet the organisation’s quality and delivery standards
  • Assist colleagues to overcome difficulty in meeting customer service standards
  • Assessment - ‘True’ or ‘False’ Quiz.

Monitor, Adjust and Review Customer Service

  • Develop and use strategies to monitor progress in achieveing product and/or service targets and standards
  • Develop and use strategies to obtain customer feedback to improve the provision of products and services
  • Develop, procure and use resources effectively to provide quality products and services to customers
  • Make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups
  • Manage records, reports and recommendations within the organisation’s systems and processes
  • Assessment - ‘True’ or ‘False’ Quiz.

TERMS AND CONDITIONS

  • Course material will be accessible only for 6 months from payment date. Extensions will be granted only in the case where WEA Sydney’s website is not accessible due to maintenance or other technical issues.
  • Once your enrolment has been processed you will be issued with a password within 48 hours sent to the email you provided. This will provide 24 hour access to on-line course material, test and other resources. This will be sent to the email address you have provided.
  • No qualifications or special knowledge of a subject is required unless specified.
  • A certificate is issued automatically once the course test is completed with a 90% success rate.

REFUND POLICY

  • Once you log into the course, no refunds will be issued.
  • Refunds/Deferral (into a different course) are processed only within 29 days after the issue of the log-in and only in cases when the log-in was NEVER used.

Please note WEA Sydney’s e-Learning Program operates under a different Refund Policy than the in-house WEA Program.