An Intensive 5-day Training Course
Service Quality and Excellence
Enhancing Customer Satisfaction and Operational Efficiency
Course Introduction
This Service Quality and Excellence training course is designed to provide managers and professionals with the tools and techniques necessary to deliver superior service quality and achieve operational excellence. By attending this training course, participants will understand the importance of customer satisfaction, learn how to implement service quality frameworks, and develop strategies to improve service delivery. In this Social Age, the Customer experience is everything. This training course will give practical proven skills and techniques for companies to excel.
This training course offers a comprehensive approach to enhancing service quality, ensuring participants can effectively apply the learned concepts to their workplace. The training course covers critical aspects such as customer expectations, service design, performance measurement, and continuous improvement, making it essential for professionals aiming to excel in service management.
This Oxford Management Centre training course will highlight:
- Understanding customer expectations and needs
- Designing and implementing service quality frameworks
- Measuring and analysing service performance
- Strategies for continuous service improvement
- Enhancing customer satisfaction and loyalty
Objectives
At the end of this Service Quality and Excellence training course, you will learn to:
- Understand key concepts of service quality
- Develop strategies for service excellence
- Implement effective service quality frameworks
- Measure and analyze service performance
- Enhance customer satisfaction and loyalty
Training Methodology
This Service Quality and Excellence training course encourages delegate participation through a combination of lectures, group discussion, practical exercises, case studies, video clips, and breakout sessions designed to reinforce new skills. The comprehensive training course training manual has been developed to be practical, easy to use and facilitate learning.
Organisational Impact
The Organisation will have the following benefits.
- Improved service quality
- Enhanced customer satisfaction
- Better operational efficiency
- Increased customer loyalty
- Higher employee engagement
- Competitive advantage in the market
Personal Impact
At the end of this Service Quality and Excellence training course, the participants will gain the following;
- Enhanced understanding of service quality
- Practical skills for service improvement
- Ability to implement quality frameworks
- Improved analytical skills for service performance
- Strategies for customer satisfaction
- Professional growth and career advancement
Who Should Attend?
This training course is suitable to a wide range of professionals but will greatly benefit:
- Customer Service Managers
- Quality Assurance Professionals
- Operations Managers
- Service Delivery Managers
- Any professional responsible for service quality and customer satisfaction
Course Outline
Day One
Understanding Service Quality
- Introduction to Service Quality
- Customer Expectations and Perceptions
- Key Dimensions of Service Quality
- The Service Quality Model
- Identifying Service Gaps
- Importance of Service Recovery
Day Two
Designing Service Quality Frameworks
- Service Design and Standards
- Service Blueprinting
- Creating Service Quality Plans
- Role of Technology in Service Quality
- Implementing Service Quality Systems
- Practical Exercises and Examples
Day Three
Measuring and Analysing Service Performance
- Key Performance Indicators (KPIs) for Service Quality
- Tools and Techniques for Measurement
- Customer Feedback and Surveys
- Data Analysis and Interpretation
- Continuous Monitoring and Reporting
- Practical Exercises and Examples
Day Four
Strategies for Continuous Improvement
- Continuous Improvement Models
- Identifying Areas for Improvement
- Implementing Improvement Strategies
- Employee Involvement in Quality Improvement
- Overcoming Resistance to Change
- Practical Exercises and Examples
Day Five
Enhancing Customer Satisfaction and Loyalty
- Building Customer Relationships
- Strategies for Customer Retention
- Handling Customer Complaints Effectively
- Creating a Customer-Centric Culture
- Evaluating Service Excellence Programs
- Developing Action Plans for Improvement
- Final Group Discussion and Course Wrap-u
Certificate
Oxford Management Centre Certificate will be provided to delegates who successfully completed the training course.
Accreditation
In association with
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FREQUENTLY ASKED QUESTIONS
To check on availability please call Registrar’s Office at +971 50 985 0174. If you have any questions or enquiries please feel free to contact us
- Telephone: +971 50 985 0174
- E-mail: [email protected]
Yes, we provide assistance in securing both hotel reservations & entry visa on all our international training venues, for delegates attending our training courses. For further information / assistance, please contact our Customer Service at:
- Telephone: +971 50 985 0174
- E-mail: [email protected]
Yes, Oxford Management Centre is accredited by the following professional bodies;
National Association of State Board of Accountancy (NASBA)
The Oxford Management Centre is registered with NASBA as a sponsor of Continuing Professional Education (CPE) on the National Registry of CPE Sponsors. NASBA have final authority on the acceptance of individual courses for CPE credit.
Yes, discounts are available. For further information please call +971 50 985 0174 or email, [email protected]
Note: Discounts are not applicable with any other special offer that may be available.
There are 2 easy ways to register:
- Online: Select the training course you want to register for, Click the “Book Your Place” button on the course page, complete the form and click submit.
- E-mail: Send your details to [email protected]
We request that all cancellations be made at least one week before the class start date. You may reschedule this class without any penalty. If not, a $250 fee will be charged for cancellations received less than one week before a class begins and for no-shows. Cancellation penalties and any fees incurred by Oxford Management Centre will be deducted from refunds.
For more information request, email [email protected] or call +971 50 985 0174.
The classroom training fees include course presentation, relevant materials, physical & digital documentation, lunch and refreshments served during entire training. Accommodation and transportation are not included in the training course fees.
While, online training fees cover the course presentation and digital documentation and relevant materials.
The Oxford Management Centre Certificate of Completion with corresponding CPE credits shall be awarded to delegates who has successfully completed the training course.
Payment must be received before the training course commences. You can make payment by bank draft, cash, credit card or wire transfer.
Note: If the payment is not received, Oxford Management Centre has the right to refuse admission.
Upon receipt of your registration form, we will send you the following by e-mail:
- Registration Confirmation
- Invoice/Receipt (where appropriate)
If you register online you will receive an e-mail within 24 hours confirming your registration.
