1. Develop service quality and customer satisfaction framework in accordance with the organisation’s business strategy
- Design components of a service quality and customer satisfaction framework including process, methods, benchmarks, and frequency of monitoring
2. Evaluate service quality and customer satisfaction performance against benchmarking criteria and key performance indicators
- Analyse data of actual performance against benchmarking criteria based on organisation’s or service areas’ mission and strategic objectives
- Recommend operations-driven and service value chain improvements to address service performance gaps
3. Communicate service quality and customer satisfaction performance to stakeholders.
- Adjust communication methods to suit the target audience
- Highlight service performance gaps
- Share improvement plans to bridge the service performance gaps
This course covers knowledge and application skills in the assessment of service quality and customer satisfaction levels within an organisation. It involves the identification of relevant benchmark criteria and key performance indicators to monitor and manage customer information for service excellence.
The course is ideal for any staff who is directly or indirectly handling customers.
Upon completion of the course, participants would be able to:
- Develop service quality and customer satisfaction framework in accordance with the organization’s business strategy.
- Evaluate service quality and customer satisfaction performance against benchmarking criteria and key performance indicators.
- Communicate service quality and customer satisfaction performance to stakeholders.
1. Develop service quality and customer satisfaction framework in accordance with the organisation’s business strategy
- Design components of a service quality and customer satisfaction framework including process, methods, benchmarks, and frequency of monitoring
2. Evaluate service quality and customer satisfaction performance against benchmarking criteria and key performance indicators
- Analyse data of actual performance against benchmarking criteria based on organisation’s or service areas’ mission and strategic objectives
- Recommend operations-driven and service value chain improvements to address service performance gaps
3. Communicate service quality and customer satisfaction performance to stakeholders.
- Adjust communication methods to suit the target audience
- Highlight service performance gaps
- Share improvement plans to bridge the service performance gaps
This course covers knowledge and application skills in the assessment of service quality and customer satisfaction levels within an organisation. It involves the identification of relevant benchmark criteria and key performance indicators to monitor and manage customer information for service excellence.
The course is ideal for any staff who is directly or indirectly handling customers.
Upon completion of the course, participants would be able to:
- Develop service quality and customer satisfaction framework in accordance with the organization’s business strategy.
- Evaluate service quality and customer satisfaction performance against benchmarking criteria and key performance indicators.
- Communicate service quality and customer satisfaction performance to stakeholders.