Service Quality

Monday - Tuesday
9:00 am to 5:00 pm

Service Quality is a matter of knowing your customers, designing services to meet customer needs and finally managing the service production and delivery process to the customer's satisfaction.

This course studies Service Quality at a strategic level, enabling management to design customer-focused methods in their processes.

Other topics in the Service Excellence Series:

• How May I Help You? Customer Service 101 for Frontliners
  August 10
• The Art of Service Recovery
  November 5 - 6

After the course, you will:

• Understand how to critically look at customer service levels and establish if the organization is truly customer driven;
• Learn specific critical-to-quality attributes of customer service;
• Set metrics to drive and monitor service quality;
• Commit to develop his leadership role in driving service quality in the organization; and
• Create a framework to drive service quality implementation.

• Sales,  Marketing and Customer Service personnel, supervisors, and managers of all industries;     
• Proprietors and entrepreneurs of all industries

I.    Introduction to Service Quality

II.    All About the Customer

• Customer perceived value
• Maximizing customer lifetime value
• The Customer Development Process  
• Customer databases
• A shifting customer relationship

III.    Service Quality

• Distinctive characteristic of services
• Impact of quality and total quality
• Managing SQ

IV.    Measuring Service Quality

• Gathering Voice of the Customer (VOC)
• Translating customer needs to Critical to Qualtiy (CTQ) characteristics
• Setting targets to improve service quality
• Monitoring service quality

V.    Improving Service Quality

• Service quality leadership
• Developing service excellence
• Managing service encounters and creating the customer experience       

is a certified Six Sigma Master Black Belt, receiving her certificate after a five-week training session in the United States and a two-year full-time assignment as a Six Sigma Deployment Manager.