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Home / Extended learning by winsedswiss / Short Courses / The Art of Customer Excellence / Service Quality Model

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Service Quality Model

Foundation of Customer Experience – An open vision of the service system. By the end of this training, you will have a better grasp of CX fundamentals, CX processes, the key concepts of Customer Experience while gaining knowledge on how to commence a CX improvement journey within your business.

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The Art of Customer Excellence

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Who is the course for? 


  • Customised, from Middle to Senior Management


Key topics:


  • Dimensions of quality in CX

  • Customers’ expectations

  • Customers’ perceptions

  • Quality service design

  • The relation between customer satisfaction and service quality

  • The journey from 10 to 5 dimensions of service quality

  • The Servqual model and its applications in CX

  • Strategies to improve the Servqual score of your own organisation


Key takeaways:


  • Start creating excellent CX: without product or service quality there cannot be CX. Is the quality of the service or product you provide fitting the requirements and expectations of your customers?

  • Performance is no longer about figures and numbers but tends to be more and more about customer satisfaction that leads to improved numbers.

  • The pressure is even greater when it comes to organisations providing only services (such as airlines or telecommunication companies): if the quality of the services is not good, they have little to offer to their customers. Without understanding the customers’ expectations as well as their perceptions, an organisation cannot remain competitive, nor improve the service it offers.

  • Servqual is the most used model to monitor service quality. It starts with 10 dimensions that help a business better understand its customers’ perception on their impact and on the quality they offer: reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding/knowing the customer, tangibles.


Investment & Duration: Customized. This programme can be adapted to meet your requirements.  


Price on request.  

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Customised Trainings

Fluid, on-demand, accelerated training programmes covering a broad array of service industries with a focus on Swiss hospitality.

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Top Executive Postgraduate Programme

Project-based programmes designed for organisations who wish to become drivers of change in the Customer Service industry. logo


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