This course aims to help you understand what is important to your customers and helps you identify key areas for improvement that will improve customer experience and ultimately create customer loyalty. Focusing on internal factors such as strategy and alignment, it will provide you with the knowledge of what is needed to become a customer-focused organisation.
This course is designed for customer service/experience managers and supervisors, senior managers/directors and anyone who has the responsibility and the authority to make changes within the organisation in order to improve the customer experience.
Benefits for the individual
Benefits for the organisation
Business Administration assessor Aimee Woore has found that taking the Level 4 Preparing to Deliver Apprenticeship Standards course at Derby College is helping her massively in her daily work.
Aimee, a sales and marketing co-ordinator for Kettering Borough Council, also delivers business admin training to staff across the borough via the ETF, the Education & Training Foundation.
And, since completing her course at Derby College's Academy of Professional Education, Training and Development, she has taken on an additional role – heading up a work experience programme for 16 to 18 year olds in Kettering – and has found her new qualification invaluable.
Aimee, who found the course online via the ETF, opted to take it at Derby College, rather than at another centre in London, and is pleased with her decision. She also welcomed the opportunity to be in a roomful of people in similar roles to her own but from a variety of different sectors and providers.
Taking the Derby College course has helped me massively in my job. The course was well structured, the facilities and materials were good and our tutors were excellent. The biggest thing I learned while on the course was teaching strategies, including hints and tips on the different options available. It was interesting to see our tutors demonstrate these options in their own teaching.
The techniques and strategies we were taught have been very helpful, both in my work and on a personal level. I thoroughly enjoyed the course and would like to use the credits to continue studying.