Global Management Academy U.K.
Global Management Academy U.K.

Managing Service Quality



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.



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

Course Details

SUITABLE FOR: Service Managers and Business owners

COURSE DURATION: - 20 Hours (at learner's pace).

CERTIFICATION: - Global Management Academy Certificate.

ACCESS DURATION: - 90 days from the date of purchase
ONLINE DELIVERY: - Video, presentations, quizzes, virtual tutor.
RESOURCES: - Comprehensive Learners manual, additional articles and worksheets.

SUPPORT: - Personal Coach Email support throughout the course.

ILM EQUIVALENCE: M3.08 – Understanding Customer Service Standards and requirements. (2 Credits) / M2.05 - Meeting Customer Needs (2 Credits)

Buy this course

COURSE FEES: £79 now £59 - Click here to buy now


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

Download Managing Customer Service Course Profile
Managing Customer Service - Course Profi[...]
Adobe Acrobat document [206.2 KB]



To get more information and discuss payment options, click on the link, or contact us on:




Tel: 028  9064 0231




Please contact us on the following phone number with any questions:


+44 (0) 28 90640231


Please also use our contact form.



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