Award in Customer Service Strategy

Accredited, online and flexible learning solution.

Comments from participants:

"Many courses aim at the very basics of customer service - however, this one went much further and delved into the changes that could be made to bring about improvements. The main benefits were in prompting you to consider the organisation's objectives, strategy, people and processes."

"I found the other participants had some very thought-provoking comments and the online tutor really did make you think about the scenarios she posed."

Key Features

Online programme with proactive tutor support
Easy to access by password entry to website
Practical, team-based activities and self assessments
Work-based assignment is directly applicable to your own management responsibilities

Clients

Some past and existing clients:

Unilever
Accenture
BT
MTN Nigeria
GalbraithWight (NHS)
British American Tobacco
English Tourism Council
Central Bank of Kenya

Learning Content

The course is delivered in six thought-provoking, informative modules. Each one includes self-assessments work-based activities to enable you to implement your customer service learning as you go along.

The course is collaborative (whilst respecting commercial confidentiality). You learn through discussion how to make a difference to your own organisation. You will optimise your learning and plan actual changes in line with the outcomes of the programme. The six modules:

What Does a Customer Centric Organisation Look Like?
Writing a Customer Service Strategy
Designing a Customer Centric Organisation
Creating Customer Advocates
Managing Customer Experience
Managing Customer Service Performance

The most successful organisations have adopted a strategic approach to achieving world class service excellence. An effective customer service strategy is often the missing link which, once in place, enables customer experiences to be dramatically enhanced, delivering bottom line results for the organisation.

The Award in Customer Service Strategy is an online qualification for all directors, senior managers and stakeholders of organisations (private or public) that strive to build truly customer centric service provision. It delivers the knowledge and understanding needed to develop and/or implement a customer service strategy suited to a specific organisation. The Award is written and delivered by the UK customer service learning specialist, Customer 1st International and is accredited by the UK awarding organisation ABP (Association of Business Practitioners).

Benefits for Businesses

Become a Customer Service leader in your sector
Increase customer loyalty and employee retention
Improve employee performance and link to organisational objectives for Customer Service
Find out how other organisations have achieved world class service excellence
Provides the platform for transformational change of your business
Shows you how to deliver enhanced customer experiences

Work-based activities encourage participants to identify great new ways of satisfying and delighting customers. The content is based on cutting edge research from the UK's Institute of Customer Service. And because the Award sits in a web-based Virtual Learning Environment there are no worries about software to install or systems to configure. As long as you can provide internet access your managers can get straight on with their learning.

Managers are grouped into learning sets, and will discuss topics with colleagues through online forums. With your own employer account you will access detailed learner reports to monitor the progress your staff are making.

Benefits for Individuals

Study whenever and wherever you can access the internet
Access your own learning account using login and password
Stop and re-start at convenient times
Every learning outcome is made relevant to your own organisation and job role
Guidance from your own Online Tutor (an experienced customer service manager/strategist) helps you make fast progress
Blended assessment comprising work-based assignments and multi-choice quizzes
Receive your own ABP Certificate on successful completion