Service Quality & Customer Satisfaction
A practical professional programme focused on service quality & customer satisfaction, designed to strengthen commercial capability, customer value and market performance.
- Type
- Professional
- Level
- Advanced
- Duration
- 5 days
- Delivery
- In person, Live online, In-house
- Languages
- English, Arabic
Service Quality & Customer Satisfaction develops the capability to define, measure and improve service quality in ways that influence customer satisfaction, loyalty and organisational performance.
The programme examines customer expectations, service standards, quality gaps, satisfaction measures, feedback, operational indicators and improvement priorities.
Participants learn how to connect customer perceptions with measurable service processes and use evidence to improve consistency and customer outcomes.
Objectives
Understand the relationship between service quality and customer satisfaction.
Define meaningful service-quality standards.
Measure customer satisfaction and service performance.
Identify gaps between customer expectations and service delivery.
Develop evidence-based service-improvement actions.
Learning outcomes
Identify the main dimensions and drivers of service quality.
Develop appropriate service-quality measures.
Interpret customer-satisfaction evidence.
Diagnose service gaps and root causes.
Prioritise practical improvements to service performance.
Who it is for
Customer-service managers.
Quality-management professionals.
Customer-experience professionals.
Operations managers.
Professionals responsible for service performance and satisfaction.
Programme modules
1. Service Quality Foundations
Meaning of service quality
Customer expectations
Perceived quality
Service consistency
2. Service Standards
Defining standards
Service-level expectations
Behavioural standards
Operational standards
3. Customer Satisfaction Measurement
Satisfaction surveys
Customer feedback
Satisfaction indicators
Interpreting results
4. Service Performance Measurement
Operational KPIs
Response times
Resolution quality
Quality monitoring
5. Service Gaps and Root Causes
Expectation gaps
Delivery gaps
Process weaknesses
Root-cause analysis
6. Service Quality Improvement
Improvement priorities
Corrective actions
Employee involvement
Continuous service improvement
Methodology
The programme combines service-quality frameworks, customer-feedback analysis, performance-measure exercises and service-improvement cases. Participants connect customer perceptions with operational evidence.
Assessment
Assessment includes service-quality and satisfaction-analysis exercises and a final applied task requiring participants to diagnose a service-quality problem and develop an improvement plan.
Certificate
Certificate of Completion
For your organisation
This programme can be delivered for a single organisation, team or institution, and adapted to your context, participants and objectives.
Organisational delivery is scoped and priced individually, and is not booked from this page.
Upcoming sessions
No dates are scheduled at present.
Institutional needs addressed
Related expertise
Related capabilities
Training & Professional Development
Structured professional learning that develops practical, role-relevant knowledge and capability.
Monitoring, Evaluation & Learning
Systems and evidence for understanding performance, results, impact and organisational learning.