Schedules Introduction Objectives Training Methodology Organisational Impact Personal Impact Who Should Attend? Outline

Home / Customer Service / Service Quality and Excellence

Course Schedule

Classroom Sessions:

Date	Venue	Fees
21 - 25 Apr 2025	Oslo - Norway	$5,950
20 - 24 Oct 2025	Kuala Lumpur - Malaysia	$5,950

Course Description

INTRODUCTION

This Service Quality and Excellence training course is designed to provide managers and professionals with the tools and techniques necessary to deliver superior service quality and achieve operational excellence. By attending this training course, participants will understand the importance of customer satisfaction, learn how to implement service quality frameworks, and develop strategies to improve service delivery. In this Social Age, the Customer experience is everything. This training course will give practical proven skills and techniques for companies to excel.

This training course offers a comprehensive approach to enhancing service quality, ensuring participants can effectively apply the learned concepts to their workplace. The training course covers critical aspects such as customer expectations, service design, performance measurement, and continuous improvement, making it essential for professionals aiming to excel in service management.

This GLOMACS Service Quality and Excellence training course will highlight:

Understanding customer expectations and needs
Designing and implementing service quality frameworks
Measuring and analysing service performance
Strategies for continuous service improvement
Enhancing customer satisfaction and loyalty

Objectives

At the end of this Service Quality and Excellence training course, you will learn to:

Understand key concepts of service quality
Develop strategies for service excellence
Implement effective service quality frameworks
Measure and analyze service performance
Enhance customer satisfaction and loyalty

Training Methodology

This Service Quality and Excellence training course encourages delegate participation through a combination of lectures, group discussion, practical exercises, case studies, video clips, and breakout sessions designed to reinforce new skills. The comprehensive training course training manual has been developed to be practical, easy to use and facilitate learning.

Organisational Impact

The Organisation will have the following benefits.

Improved service quality
Enhanced customer satisfaction
Better operational efficiency
Increased customer loyalty
Higher employee engagement
Competitive advantage in the market

Personal Impact

At the end of this Service Quality and Excellence training course, the participants will gain the following;

Enhanced understanding of service quality
Practical skills for service improvement
Ability to implement quality frameworks
Improved analytical skills for service performance
Strategies for customer satisfaction
Professional growth and career advancement

WHO SHOULD ATTEND?

This GLOMACS Service Quality and Excellence training course is suitable to a wide range of professionals but will greatly benefit:

Customer Service Managers
Quality Assurance Professionals
Operations Managers
Service Delivery Managers
Any professional responsible for service quality and customer satisfaction

Course Outline

DAY 1

Understanding Service Quality

Introduction to Service Quality
Customer Expectations and Perceptions
Key Dimensions of Service Quality
The Service Quality Model
Identifying Service Gaps
Importance of Service Recovery

DAY 2

Designing Service Quality Frameworks

Service Design and Standards
Service Blueprinting
Creating Service Quality Plans
Role of Technology in Service Quality
Implementing Service Quality Systems
Practical Exercises and Examples

DAY 3

Measuring and Analysing Service Performance

Key Performance Indicators (KPIs) for Service Quality
Tools and Techniques for Measurement
Customer Feedback and Surveys
Data Analysis and Interpretation
Continuous Monitoring and Reporting
Practical Exercises and Examples

DAY 4

Strategies for Continuous Improvement

Continuous Improvement Models
Identifying Areas for Improvement
Implementing Improvement Strategies
Employee Involvement in Quality Improvement
Overcoming Resistance to Change
Practical Exercises and Examples

DAY 5

Enhancing Customer Satisfaction and Loyalty

Building Customer Relationships
Strategies for Customer Retention
Handling Customer Complaints Effectively
Creating a Customer-Centric Culture
Evaluating Service Excellence Programs
Developing Action Plans for Improvement
Final Group Discussion and Course Wrap-up

Certificates

On successful completion of this training course, GLOMACS Certificate will be awarded to the delegates
Continuing Professional Education credits (CPE) : In accordance with the standards of the National Registry of CPE Sponsor, one CPE credit is granted per 50 minutes of attendance

Providers and Associations

Endorsed Education Provider

GLOMACS 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

In Association With

Oxford Management Centre

A GLOMACS - Oxford Management Centre collaboration aimed at providing the best training services and benefits to our valued clients.

Visit website

Options & Brochure

Related Categories

Customer Service

Frequently Asked Question:

How can I find out more information about a specific course?

For detailed information about specific courses, including course content, schedules, and instructors, you can visit our website or contact our customer service team. They will be happy to provide all the information you need to make an informed decision.

Can I get a discount for group bookings?

Yes, GLOMACS offers special discounts for group bookings. If you’re planning to enroll multiple participants from your organization, please reach out to our team to discuss the available discount packages.

How are GLOMACS courses structured?

Our courses are structured to provide a balanced mix of theory and practical application. They typically include presentations, case studies, group discussions, hands-on activities, and interactive Q&A sessions to maximize learning outcomes.

Will I receive a certificate upon completing a GLOMACS course?

Yes, upon successful completion of any of our training courses, GLOMACS Certificate will be awarded to the delegates. This certificate is a valuable addition to your professional portfolio and is recognized across various industries.

Does GLOMACS offer customized training for organizations?

Yes, GLOMACS provides customized training solutions tailored to meet the specific needs of organizations. We work closely with companies to design bespoke training courses that address their unique challenges and objectives.

How can I register for a GLOMACS course?

You can register for a GLOMACS training course by visiting our website, selecting the course of your choice, and following the simple registration process. You can also contact our support team for assistance with the registration process.

Who are the trainers at GLOMACS?

Our trainers are industry experts with years of practical experience in their respective fields. They bring real-world knowledge and insights into the classroom, ensuring that our participants receive top-tier, applicable skills and expertise.

Are GLOMACS training courses available online or in person?

GLOMACS offers both online and in-person training options. You can choose from interactive virtual sessions or attend one of our globally located in-person training courses. The flexibility ensures that learning fits your schedule and preferences.

What types of training courses does GLOMACS offer?

GLOMACS offers a wide range of professional development training courses across various industries, including Leadership & Management, Finance & Accounting, Human Resources, Engineering, Oil & Gas, Operations and Logistics, Engineering and Technical and more. Our training courses are designed to enhance career growth and organizational effectiveness.

What are the key benefits of attending a GLOMACS course?

Attending a GLOMACS training course offers numerous benefits, including enhanced professional skills, increased employability, industry-recognized certification, networking opportunities with peers and experts, and the chance to apply practical knowledge directly to your workplace.

Why should I choose GLOMACS?

GLOMACS is a globally recognized leader in professional training and development, with a reputation for delivering high-quality, results-driven training courses. We offer a broad spectrum of training courses taught by expert trainers, flexible delivery options (both online and in-person), and accredited certifications that add real value to your career.

An Interactive 5-Day Training Course

Service Quality and Excellence

Enhancing Customer Satisfaction and Operational Efficiency