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
