Service Focused Programme
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Service Quality Model
Date: Customized
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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Who is the course for?
Customised, from Middle to Senior Management
Benefits & Tools
- 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.
Acquired Knowledge & Skills
- 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
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