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 1
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 2
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 3
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 4
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 5
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
