Centre for Assessment - CSE Advisor and Assessor Training

This Course aims to provide the delegates with the necessary knowledge, skills and abilities to assess or advise against the Customer Service Excellence Standard.

Dates: 13th, 14th, 15th October

Duration: 3 Days – 9:30am-5pm

Venue: Unit 6E Mandarin Court, Centre Park, Warrington, WA1 1GG

Who should attend?

· Anyone wishing to become Advisors for CSE

· Anyone wishing to become a CSE Assessor

· Internal personnel responsible for implementation and maintenance of CSE

Objectives

By the end of the session delegates will have:

· Identified and understood the various stages of the assessment process

· Examined terms such as Journey mapping, segmentation, customer insight and customer emersion strategies

· Taken part in a virtual Desk top review

· Gained knowledge of the self assessment process and information hub

· A working knowledge of the CSE Standard

· Identified what represents the various levels of assessment decisions such as partial, full, none and compliance plus

· Examined the benefits of pre assessment activities such as a DTR

· Explored the role of the Assessor and Adviser

· Analysed and identified the appropriate persons or contacts that could add value to the process during the on-site visit

· Examined the types of questions which could assist when completing follow up visits on site

· Explored the report writing process and identified value added feedback

· Taken part in a interview/group session

· Examined the type of feedback which may be presented from an assessment

In order to become an Assessor for CSE, you will need to be registered with one of the four Certification Bodies, pass the Cabinet Office

Test and complete an experiential development programme.

Please note, attendance on this course does not constitute an offer to be registered with any Certification Body.

TRAINING COURSES