Service Quality Management

Every customer expects a certain kind of service when they go to a business establishment. Service Quality Management looks into how the quality of a service delivered matches or exceeds the expectations of a customer. Since service quality is driven by subjective factors such as customers’ needs, wants, and expectations, it can be a challenge to manage. That is why quality management is a vital concern for many businesses in the service sector.

In an industry where there is no room for “doing things wrong”, managers and decision-makers should consistently seek ways to improve so they not only satisfy customers, but they also delight them. If service businesses have high service quality, customers will have no misgivings handing over their keys of loyalty.

By the end of this workshop, participants must be able to:

1. Define the importance of service excellence in their organization

2. Analyze the service quality gaps in their organization

3. Create a strategy for managing service quality in their organization

By the end of this workshop, your organization will be able to:

1. Get higher reviews and evaluations from customer in terms of service

2. Increase sales through improved customer-centric strategies and solutions

3. Adapt the “service is product” mindset from the top management

Visit http://compasscenterforleadership.com/philippineseminars/service-quality-management/ to register now.

I. Introduction: Service Excellence

1. Service excellence as a competitive advantage
2. Service leadership to drive service excellence

II. The Service Quality model

1. Expected and experienced quality
2. Service quality dimensions

III. Defining service quality standards

1. Understanding the customer
2. Setting the right service metrics and goals
3. Measuring service quality

IV. Managing service quality

1. Service blueprinting to identify and improve customer touchpoints
2. Managing a service team

V. Service gaps

1. Identifying service gaps
2. Preventing service failures