Managing Service Quality and Customer Satisfaction

Course Category : Administrative Development

A professional training programme focused on improving service quality and customer satisfaction through modern standards, performance measurement, and enhanced customer experience management.
Duration: 5 Days
Level: Intermediate – Advanced

Introduction

In today’s competitive business environment, service quality and customer satisfaction have become critical drivers of organisational sustainability and market differentiation. Organisations that effectively understand customer expectations and continuously improve service experiences achieve stronger loyalty, trust, and long-term profitability. Measuring service quality and analysing customer perceptions also support more effective operational and strategic decision-making.
This course provides a practical framework for managing service quality and enhancing customer satisfaction through service measurement tools, gap analysis, customer experience improvement, complaint management, and the development of a service excellence culture within organisations..

Targeted Audience

Customer Service Managers
Quality and Excellence Managers
Contact Center and Customer Service Staff
Operations Managers
Customer Experience Teams
Service Development Officers
Supervisors and Team Leaders
Professionals in Service-Based Industries

Targeted Skills

Service Quality Management
Customer Satisfaction Measurement and Analysis
Customer Experience Improvement
Effective Complaint Handling
Service Performance Indicators Development
Organisational Excellence Standards
Service Gap Analysis
Customer Loyalty and Trust Enhancement

Expected Outcomes

Understand modern concepts of service quality and customer satisfaction management.
Apply service quality measurement tools and customer expectation analysis.
Develop effective strategies for improving organisational customer experience.
Handle customer complaints using professional and structured approaches.
Design performance indicators for service quality and customer satisfaction.
Support a culture of excellence and continuous improvement within organisations.

Training Topics Index

Concepts and dimensions of service quality
Customer expectations and perceived value
Technical vs functional quality
Factors influencing customer satisfaction
Relationship between quality and customer loyalty

Service quality measurement models
Customer satisfaction metrics
Service gap analysis
Survey design and result analysis
Data-driven service improvement

Customer journey and touchpoints
Organisational customer experience enhancement
Customer-centric service design
Loyalty and trust improvement strategies
Continuous service improvement

Complaint handling and analysis techniques
Communication with difficult customers
Turning complaints into improvement opportunities
Service crisis management
Building a rapid response culture

Excellence standards in service industries
Governance and quality in services
Sustainable performance improvement
Innovation in service delivery
Building a high-performance service culture

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