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L2: Middle Management → L2: Operations and Quality

Managing Service Quality (2O03)


Description
COURSE OVERVIEW
As a Customer Service Manager, you will undoubtedly be tasked with maintaining, and most likely improving the quality of service in your business, or business unit. Customer demands are continually changing as markets change, and service technologies evolve. Service managers therefore need to be responsive to meet these changing demands.

The focus of this course is on service quality, and helps managers develop the tools and techniques to evaluate service quality, and set standards and processes in place to both maintain and continually improve the quality of service provided to customers. You will learn how to set standards, measure customer satisfaction, monitor service quality, and develop plans to improve service delivery in your organization. Additionally, you will have access to a wide range of tools and workbooks to help you continue improving service quality in your organization.

COURSE DETAILS
- Suitable For: First-line Customer Service Managers
- Course Duration: 20 Hours
- Certification: Download your Certificate on completion
- Additional Resources: Download Learners manual, additional articles and worksheets

VIEW COURSE EXCERPT BELOW:

Content
  • Managing Service Quality 1 - Getting Started
  • Section 1: Defining Service Quality
  • Managing Service Quality 2 - Understanding Service Quality
  • Video - Richard Branson on Virgin Airlines Service Quality
  • Managing Service Quality 3 - Service Standards
  • Video - How Amazon sets the standard
  • Managing Service Quality 4 - Measuring Customer Satisfaction
  • Video - How to Measure Customer Satisfaction
  • Managing Service Quality 5 - Monitoring Service Quality
  • Managing Service Quality - Quiz 1
  • Section 2: Improving Service Quality
  • Managing Service Quality 6 - Using Servqual
  • Video - Using SERVQUAL
  • Managing Service Quality 7 - Evaluating Service Quality
  • Case Study - Portakabin - The Importance of Customer Service
  • Managing Service Quality 8 - Improving Customer Service
  • Managing Service Quality 9 - Know the Customer's Legal Rights
  • Video - Service Agreements and Contracts
  • Managing Service Quality 10 - Wrapping Up
  • Managing Service Quality - Quiz 2
  • Managing Service Quality - Course Evaluation
Completion rules
  • You must complete 90.00% of the content
  • Leads to a certificate with a duration: Forever
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