Managing Service Quality

$69

The focus of this course is on service quality, and helps managers develop the tools and techniques to evaluate service quality, and set standards and processes in place to both maintain and continually improve the quality of service provided to customers.

Description

As a Customer Service Manager, you will undoubtedly be tasked with maintaining, and most likely improving the quality of service in your business, or business unit. Customer demands are continually changing as markets change, and service technologies evolve. Service managers therefore need to be responsive to meet these changing demands.

The focus of this course on service quality and helps managers develop the tools and techniques to evaluate service, and set standards and processes in place to both maintain and continually improve the quality of service provided to customers. You will learn how to set standards, measure customer satisfaction, monitor service quality, and develop plans to improve service delivery in your organization. Additionally, you will have access to a wide range of tools and workbooks to help you continue improving service quality in your organization.

COURSE DETAILS
  • Suitable For First-line and Middle Managers
  • Course Duration: 20 Hours
  • Access Duration: You will have access to your course for 90 days from date of purchase
  • Certification: Download your Certificate on completion
  • Additional Resources: Download Learners manual, additional articles and worksheets
COURSE CONTENTS

Lesson 1 – Getting Started

SECTION 1: DEFINING SERVICE QUALITY

Lesson 2 – Understanding Service Quality

Video – Richard Branson on Virgin Airlines Service

Lesson 3 – Service Standards

Video – How Amazon sets the standard

Lesson4 – Measuring Customer Satisfaction

Video – How to Measure Customer Satisfaction

Lesson 5 – Monitoring the Quality of Service

Quiz 1

SECTION 2: IMPROVING SERVICE QUALITY

Lesson 6 – Using SERVQUAL

Video – Using SERVQUAL

Lesson 7 – Evaluating the Quality of service

Case Study – Portakabin – The Importance of Customer Service

Lesson 8 – Improving Customer Service

Lesson 9 – Know the Customer’s Legal Rights

Video – Service Agreements and Contracts

Lesson 10 – Wrapping Up

Quiz 2

Course Evaluation

CERTIFICATION: DOWNLOAD YOUR CPD CERTIFICATE ON COMPLETION