An Intensive 5-day Training Course
Managing Service Quality and Customer Satisfaction
(Customer Management Specialist)
CLASSROOM DATES
This course is also available as an ILM recognized training course under the title: Customer Management Specialist
INTRODUCTION
This Managing Service Quality and Customer Satisfaction training course is designed to equip professionals with the latest strategies and tools to enhance service quality, foster customer loyalty, and drive business success. In a rapidly evolving marketplace, organizations must go beyond meeting customer expectations – they must exceed them.
Delivering exceptional service is no longer just an advantage but a necessity. With digital transformation, heightened customer expectations, and increased competition, organizations need structured approaches to measuring and improving service quality. This training course of EuroMaTech provides participants with a deep understanding of customer needs, performance measurement techniques, and service excellence strategies that drive customer retention and brand advocacy.
This Managing Service Quality and Customer Satisfaction training course will highlight:
- The critical relationship between service quality and customer satisfaction
- Strategies to bridge service gaps and exceed customer expectations
- Advanced techniques for measuring and improving service performance
- Best practices for effective complaint management and service recovery
- Methods for embedding a customer-centric culture within organizations
TRAINING OBJECTIVES
At the end of this Managing Service Quality and Customer Satisfaction training course, participants will learn to:
- Understand and apply service quality models to enhance customer satisfaction
- Design and implement strategies for delivering superior service
- Use data-driven methods to measure and improve service performance
- Handle customer complaints effectively and transform them into opportunities
- Foster a customer-centric culture that ensures continuous service improvement
WHO SHOULD ATTEND?
This EuroMaTech training course is suitable for a wide range of professionals but will greatly benefit:
- Customer Service Managers and Team Leaders
- Service Quality and Customer Experience Professionals
- Business Owners and Entrepreneurs Aiming to Improve Customer Retention
- Operations Managers Responsible for Service Delivery
- Marketing and Brand Managers Focused on Enhancing Customer Satisfaction
TRAINING METHODOLOGY
This EuroMaTech training course utilizes an engaging mix of case studies, interactive discussions, real-world scenarios, and role-playing exercises. Participants will be involved in problem-solving activities, customer feedback analysis, and service quality simulations to ensure practical application of concepts. Through group collaboration and expert facilitation, attendees will gain actionable insights that can be immediately implemented in their organizations
TRAINING SUMMARY
Upon completing this Managing Service Quality and Customer Satisfaction Training Course, participants and their organisations will experience:
- Improved customer retention and brand loyalty
- Enhanced service quality leading to higher customer satisfaction scores
- Data-driven decision-making for service performance improvement
- Efficient complaint management processes that turn challenges into opportunities
- Increased employee engagement in delivering exceptional customer experiences
- Stronger alignment of service delivery with business objectives
- Mastery of service quality frameworks and best practices
- Enhanced ability to measure and analyze customer satisfaction data
- Skills to handle challenging customer interactions with confidence
- Strategies for service recovery and complaint resolution
- A deeper understanding of customer expectations and behavioral drivers
- Practical tools to foster a culture of continuous service excellence
TRAINING OUTLINE
Day 1: Foundations of Service Quality
- Understanding Service Quality and its Impact on Business Success
- The Link Between Service Excellence and Customer Loyalty
- Key Service Quality Models (e.g., SERVQUAL, RATER Model)
- Identifying Service Gaps and Implementing Solutions
- Leadership’s Role in Driving a Culture of Service Excellence
- Case Study: Service Quality Challenges Across Industries
Day 2: Customer Expectations and Feedback Mechanisms
- The Voice of the Customer (VOC) and its Importance
- Techniques for Gathering and Analyzing Customer Expectations
- Designing Effective Customer Feedback and Survey Mechanisms
- Turning Customer Insights into Actionable Strategies
- Managing Emotional Triggers in Customer Interactions
- Tools and Frameworks for Mapping Customer Journeys
Day 3: Service Performance Measurement & Key Metrics
- Understanding Service Quality Metrics and Key Performance Indicators (KPIs)
- Establishing Measurable and Actionable Service Quality Targets
- Conducting Effective Customer Satisfaction Surveys
- Data-Driven Service Improvement: Collection, Analysis, and Interpretation
- Real-Time Dashboards for Service Quality Monitoring
- Best Practices for Reporting Insights to Stakeholders
Day 4: Complaint Management & Service Recovery
- The Psychology Behind Customer Complaints and Dissatisfaction
- Techniques for Handling Difficult Customers Professionally
- Turning Complaints into Opportunities for Service Enhancement
- Structuring an Effective Complaint Resolution and Escalation Process
- Designing a Service Recovery Framework for Rebuilding Trust
- Role-Playing Exercises: Practicing Real-World Complaint Resolution Scenarios
Day 5: Building and Sustaining a Customer-Centric Culture
- Defining and Implementing a Customer-First Organizational Vision
- Engaging Employees in Service Excellence and Customer Satisfaction
- Training Programs for Developing Customer-Focused Skills
- Aligning Internal Processes with Customer Needs and Expectations
- Measuring and Sustaining the Impact of a Customer-Centric Culture
- Developing an Action Plan for Continuous Service Improvement
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ACCREDITATION
EuroMaTech is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website: www.NASBARegistry.org.
Euromatech is a Knowledge & Human Development Authority (KHDA) approved training institute in Dubai, licensed and approved to deliver training courses in the UAE.
The KHDA is the regulatory authority in the UAE, that oversees administering, approving, supervising, and controlling the activities of various education providers in the UAE. We are proud of our commitment to ensuring quality training courses and status as a KHDA-approved training provider.
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FAQ
EuroMaTech provides a range of ISO certification and compliance training courses, including:
- ISO 9001 – Quality Management Systems Training
- ISO 45001 – Occupational Health & Safety Management Training
- ISO 14001 – Environmental Management Systems Training
These courses help organizations adopt internationally recognized standards and improve their overall performance.
To register for a training course, you can:
- Visit the EuroMaTech website, browse the available courses, and follow the online registration process.
- Contact EuroMaTech’s support team for assistance with course selection or inquiries about corporate training solutions.
EuroMaTech stands out as a leader in training and professional development due to:
- 30+ years of experience delivering high-impact training courses across industries.
- Accreditations from leading institutions, ensuring top-tier course quality and recognition.
- A portfolio of thousands of training courses, serving professionals at every level.
- A focus on innovation and future-ready learning models, including blended and digital training.
- Long-term partnerships with organizations globally, ensuring sustained success through talent development.
EuroMaTech has successfully delivered thousands of training courses, with thousands of professionals from over 50 countries attending annually.
We are happy to share the profiles of our expert instructors. To learn more about their qualifications and experience, please contact us [email protected]
We provide two flexible training formats to suit your preferences:
- Classroom Training: Experience in-person learning with expert instructors. Engage in interactive discussions, hands-on activities, and benefit from face-to-face networking.
- Online Training: Join live online sessions from anywhere, offering flexibility for those with busy schedules or who prefer remote learning.
- In-House Training: We can bring our training directly to your organization, allowing for tailored sessions that address your specific needs and objectives.
Yes, we provide tailored training solutions designed to meet the specific needs of your organization. Customized courses can be delivered either in-person or online, and you can select the dates and duration that best fit your schedule. For more details, please contact us at [email protected]
Yes, we can assist you with the following:
- Corporate Discount: If available, we can extend our corporate discount for your stay at selected hotels.
- Hotel Suggestions: We can provide recommendations for nearby hotels based on your preferences and budget.
Feel free to explore online booking platforms for the most cost-effective options.
