By continuing to browse this site and the other resources of the domain and sub-domains of winsed.swiss, you accept our Terms of Use, our Privacy Policy as well as the use of cookies used for marketing purposes, analysis, statistics and advertisements (if activated)

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

no description of image found.

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.



Image for the article named The Art of Customer Excellence

The Art of Customer Excellence

  Read more 

image of article Service Quality Model

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.  


Get started today.

Fill out this form to get in touch with us and find out more.

To complete this document please confirm that you have read and accepted our Privacy Policy.

I do confirm

By completing this document, you confirm that you have read and accepted our Privacy Policy.
Request information


no description of image found.

no description of image found.

Customised Trainings

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

no description of image found.

no description of image found.

Top Executive Postgraduate Programme

Project-based programme delivered by winsedswiss in partnership with EHL (Ecole hotelière de Lausanne) Advisory Services and designed for organisations who wish to become drivers of change in the Customer Service industry.

winsedswiss romania logo

mail swiss@winsed.swiss

phone +41 79 254 60 83

 

winsedswiss facebook winsedswiss youtube

no description of image found.

mail romania@winsed.swiss

phone +40 752 220 155

 

winsedswiss Romania Facebok winsedswiss romania Linkedin winsedswiss Romania youtube

no description of image found.

mail serbia@winsed.swiss

phone +381 62 803 12 25

 

winsedswiss Facebook Serbia winsedswiss serbia Linkedin Youtube Channel Serbia

 

no description of image found.

mail cyprus@winsed.swiss

phone +357 22 060 770

 

 

Subscribe to our newsletter

Newsletter:

copyright Copyright 2021

Website & data hosted and managed by Winsedswiss Education Group (WEG) SA