Service Quality Training

Servqual - Service Quality - Trainings for Service Quality projects

Service Quality Introduction

• Do you know what your customer expects of your service?
• Do you translate the customer expectations into service specifications?
• Do you deliver according to your service specifications?
• Do you know what the external communications to your customers are?
• Do you know what your customer perception of your service?

Service Quality (ServQual) is a very new questionnaire based approach to understand what your customer wants and then developing your organization to deploy the customer's desired quality expectations through an objective and systematic management. Servqual is a novel method as it seeks to identify what the customer wants by direct communication with the customer (both external and internal) benchmarked against your other competitors. It is applicable in a wide range of service industries including, Banks, Insurance, Hospitals, Hotels, Restaurants and in particular Government offices.

Benefits Of Attending The Service Quality Training

The course enables the delegates to:

• Identify the 5 gaps in your service delivery.
• Measure objectively customer perception of your service.
• Design questionnaires to investigate gaps 1-5.
• For each gap, identify actions that will reduce the gap.
• Integrate Service Quality into the management process.

Who Should Attend The Service Quality Training ?

Servqual investigates all phases of service delivery to satisfy the customer's expectation. It will be most appropriate for Supervisors, Directors and Managers of Services in Banks, Insurance, Hospitals, Hotels, Restaurants and in particular Government offices. Teams are encouraged to attend for maximum benefit.

Brief Service Quality Training Outline