Managing Service Quality
ONLINE COURSE IN CUSTOMER SERVICE MANAGEMENT
Fundamentally, all businesses prosper or decline on the quality of the service their provide to their customers. Increasing global competition has give customers vastly increased choice, and in consequence, customer expectations are increasingly high and ever more demanding.
As a manager of a customer service team, you will have taken on one of the most challenging positions in any profession today. Challenging because of increasing demands for improved levels of service, while facing demands for improved cost efficiency, across the public and commercial sectors worldwide.
In this course, you will learn how to identify the drivers of customer satisfaction in your business, and how to identify and prioritize customer needs. You will also learn how to analyze your organization’s service profile, and measure customer satisfaction, in order to identify how to improve service delivery. In addition, you will also learn how to improve your teams’ management of customer services including complaints and difficult customers service situations.
COURSE CONTENT
The content of this course includes:
- Unit 1: Getting Started
- Unit 2: Understanding Service Quality
- Unit 3: Setting Service Standards
- Unit 4: Measuring Customer Satisfaction
- Unit 5: Monitoring Customer Service
- Unit 6: Using SERVQUAL
- Unit 7: Measuring Customer Satisfaction
- Unit 8: Improving Customer Service Quality
- Unit 9: Using Service Level Agreements
- Unit 10: Wrapping-up - applying your learning
ILM Customer Service Management
This is course is one of 4 courses in the ILM Endorsed CUSTOMER SERVICE MANAGEMENT PROGRAM. Get all 4 courses for £240.
Certification from the Institute of Leadership and Management Learn more...
ILM Certification
Managing Customer Service - Course Profi[...]
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FURTHER INFORMATION
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Tel: 028 9064 0231
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