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Service Quality Management & Customer Satisfaction

Service quality management plays a critical role in improving customer satisfaction, operational consistency, organisational reputation, and long-term customer loyalty. Organisations must establish strong quality standards, monitor service performance, evaluate customer [...]

  • Course ID: CSX 006
  • Delivered by London Elite Training

– Course Overview

Service quality management plays a critical role in improving customer satisfaction, operational consistency, organisational reputation, and long-term customer loyalty. Organisations must establish strong quality standards, monitor service performance, evaluate customer feedback, and continuously improve customer interactions to remain competitive.

The Service Quality Management & Customer Satisfaction programme equips participants with practical service quality frameworks, customer satisfaction methodologies, performance measurement techniques, and continuous improvement approaches required for customer-focused service environments.

– Learning Outcomes

By the end of this programme, participants will be able to:

  • Understand service quality management and customer satisfaction principles
  • Apply service quality monitoring and evaluation methodologies effectively
  • Improve customer satisfaction measurement and feedback analysis capabilities
  • Strengthen operational consistency and service improvement approaches
  • Enhance communication and customer engagement techniques
  • Improve performance reporting and accountability methodologies
  • Support continuous service optimisation and customer retention effectively
  • Develop service quality improvement action plans

– Who Should Attend?

  • Customer Service Supervisors and Managers
  • Service Quality Professionals
  • Customer Experience Personnel
  • Operational and Service Improvement Teams
  • Customer Support Coordinators
  • Professionals responsible for customer satisfaction management
  • Course Outline
DAY 01
Foundations of Service Quality Management
  • Understanding service quality and customer satisfaction principles
  • Service excellence frameworks and organisational value creation
  • Customer expectations and service perception methodologies
  • Roles and responsibilities within service quality environments
  • Service standards and operational consistency approaches
  • Building customer-focused service cultures effectively
  • Workshop: Service quality assessment exercise
DAY 02
Customer Satisfaction Measurement & Feedback Analysis
  • Customer satisfaction frameworks and KPI methodologies
  • Customer feedback collection and analysis techniques
  • Survey design and customer insight evaluation approaches
  • Understanding customer behaviour and satisfaction drivers
  • Service gap analysis and customer expectation management methodologies
  • Reporting customer satisfaction data effectively
  • Exercise: Customer satisfaction workshop
DAY 03
Service Performance Monitoring & Operational Improvement
  • Service performance evaluation and monitoring methodologies
  • Operational efficiency and service consistency frameworks
  • Managing customer complaints and service recovery effectively
  • Continuous improvement and service optimisation approaches
  • Communication alignment and cross-functional collaboration techniques
  • Accountability and service governance principles
  • Workshop: Service performance simulation exercise
DAY 04
Customer Retention & Service Excellence Leadership
  • Customer loyalty and retention strategies
  • Building long-term customer trust and engagement approaches
  • Leadership communication and customer-focused management techniques
  • Managing service improvement initiatives effectively
  • Employee engagement and customer service culture development methodologies
  • Strengthening customer confidence through service professionalism
  • Exercise: Customer retention case study workshop
DAY 05
Service Quality Integration & Strategic Development
  • Integrating service quality and customer satisfaction methodologies
  • Building sustainable service excellence systems and practices
  • Final service quality simulation and executive presentation exercise
  • Developing service quality improvement action plans
  • Peer collaboration and professional feedback session
  • Programme evaluation and final review

Duration

  • 5 Days

In Person (Special Discount for this period only!)

  • £ 4,500
  • 3,950

Online (Special Discount for this period only!)

  • £ 2,300
  • 1,750
  • Global Locations
  • London
  • Dubai
  • Barcelona
  • Paris
  • USA
  • Online
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Corporate groups of 2+ are eligible for a 15% discount. Enquire here

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