Service Quality Management

Managing and improving service quality to meet and exceed customer expectations

Course Overview

This course provides learners with an understanding of service quality management and how to measure, manage and improve the quality of services delivered to customers. Learners will explore service quality models, customer satisfaction measurement, service level agreements, complaint management and the application of quality management principles in service environments. The course is suitable for service managers, quality professionals and customer experience leaders.

Learning Outcomes

• Understand the dimensions of service quality
• Apply service quality models including SERVQUAL
• Measure and analyse customer satisfaction data
• Develop and manage service level agreements
• Implement effective complaint handling and resolution processes
• Identify service quality improvement opportunities
• Apply quality management principles in service environments

Course Structure (4 topics, 12 lessons)