Managing Service Quality and Customer Satisfaction

Course Category : Administrative Development

Develop the capabilities to design and manage high-quality services that enhance customer satisfaction, strengthen loyalty, and support continuous organisational performance improvement
Duration: 5 Days
Level: Intermediate – Advanced

Introduction

Modern organisations achieve sustainable competitive advantage by delivering services that consistently exceed customer expectations and create outstanding customer experiences. Understanding customer needs, measuring satisfaction, and continuously improving service quality have become essential drivers of organisational success across all industries.
This course provides comprehensive knowledge of modern service quality management principles, customer expectation analysis, satisfaction measurement techniques, complaint management, and continuous improvement practices that enhance customer loyalty and organisational excellence.

Targeted Audience

Customer Service Managers.
Quality Managers.
Contact Centre Managers.
Operations Managers.
Customer Experience Professionals.
Customer Service Representatives.
Support Team Supervisors.
Professionals seeking service quality excellence.

Targeted Skills

Service Quality Management.
Customer Expectation Analysis.
Customer Satisfaction Measurement.
Customer Experience Improvement.
Customer Complaint Management.
Service Performance Indicators.
Continuous Improvement.
Service Excellence Culture.

Expected Outcomes

Understand service quality concepts and dimensions.
Analyse customer needs and expectations.
Apply customer satisfaction measurement techniques.
Develop service quality improvement plans.
Manage customer complaints professionally.
Design service performance indicators.
Promote a culture of continuous improvement.

Training Topics Index

Principles of service quality.
Service characteristics.
Dimensions of service quality.
Quality as a competitive advantage.

Understanding customer needs.
Customer journey mapping.
Managing customer expectations.
Delivering exceptional customer experiences.

Customer satisfaction metrics.
Survey design and analysis.
Key Performance Indicators (KPIs).
Service quality gap analysis.

Complaint handling methodologies.
Turning complaints into improvement opportunities.
Continuous improvement tools.
Service quality monitoring.

Building a service excellence culture.
Service improvement planning.
Performance measurement and control.
Sustaining customer satisfaction.

Course Features

Updated and Interactive Content
Hypothetical Examples and Case Studies
Pre- and Post-assessments to Measure Impact
Verified Certificate with a QR Verification Code

Managing Service Quality and Customer Satisfaction