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People Skills - Improving Customer LoyaltyApply Now »

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Location: Broomfield Hall

Years: 1

Weeks: 1

Hours: 7.00

Start: Roll On Roll Off - Contact Us

Days / Times: Contact Us

Tuition (£): 325.00*

Interview: N

Course Summary

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.

Entry requirements

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.

Course Content

  • Service as a strategy
  • Competitive advantage
  • Vision and values
  • Employee engagement
  • Experience mapping
  • Measuring customer loyalty

How will I be assessed?

Benefits for the individual

  • Understand why customer experience is key to success
  • Recognise the importance of organisational culture
  • Develop and implement an improvement plan
  • Effectively measure customer experience

Are there any additional costs or specialist equipment required?

Benefits for the organisation

  • Differentiate your organisation from competitors
  • Increase employee engagement
  • Produce better ROI/ROCE/EBIDAT
  • Create customer loyalty and advocacy

What can I do after this course?

Did you find the course information on this page useful?


* Tuition - This figure is the fee to be paid if you are not entitled to any concessions.
*** Co-Tuition - This figure is the fee to be paid if you are entitled to any partial concessions.

This course is run at the Broomfield Hall Campus

broomfiled hall campus

About Broomfield Hall »

Aimee Woore

Aimee Woore

New qualification is “massive help” for assessor Aimee

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.

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