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Service Focused Programme

Open For Enrolment Course


Advance your career.
Understand today. Influence tomorrow.
The Most In-Demand Subjects from the World's Leading Experts

Service Quality Model applied to CX

Date: November 2022


The Servqual model applied to CX course is about learning how to apply the Service quality model in your own organisation to measure tangibility, reliability, responsiveness, assurance, and empathy, in order to deliver excellent service quality, including excellent CX. 

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Who is the course for?
This programme is intended for middle to top managers but also leaders who aim to increase their external AND internal client’s satisfaction

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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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Course instructor


Image for the article named Horatiu Tudori

Horatiu Tudori

Hospitality expert

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  Roxana Manolescu  
  Programme advisor  

Contact us

  phone  +40 752 220 202

Interested in this course for your business or team?

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