Course overview
It is essential to accurately measure what your customers want and to develop breakthrough strategies to serve their needs. The heart of any organization can be found beating inside the walls of its customer service department. A satisfied customer’s positive “word-of-mouth” endorsement is by far your company’s greatest asset and most effective marketing strategy.
The Service Quality and Customer Satisfaction training course gives participants the best practices, communication skills, conflict resolution strategies, and customer satisfaction assessment tools they require to build a customer-centric organization. Participants will discover how to use a variety of statistical methods to collect and measure key indicators to identify service quality gaps to improve customer service satisfaction.
Target audience
- Customer Service Professionals
- Customer care Managers and Supervisors
- Team Leaders, Supervisors & Department Managers
- Administrators
- HR & Training Professionals
- Accounts Personnel
- Sales & Marketing Professionals
- Public Relations Personnel
Duration
5 Days
Personal Impact
Participants will:
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Improve interpersonal and customer handling skills
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Build confidence in delivering excellent service
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Learn how to anticipate and meet customer needs
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Gain tools to deal with difficult situations and complaints professionally
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Enhance career growth in customer service, hospitality, and client relations
Organizational Impact
Organizations will benefit from:
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Higher customer satisfaction and loyalty
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Reduced customer churn and increased repeat business
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Improved service reputation and word-of-mouth marketing
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Empowered staff who take ownership of the customer experience
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Stronger alignment between customer needs and service delivery
Course Level:
Course Objectives
By the end of the course, participants will be able to:
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Understand the core principles of service quality and customer satisfaction
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Apply service quality frameworks like SERVQUAL and the 5 Gaps Model
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Identify customer expectations and measure satisfaction levels
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Develop strategies to improve the customer experience across touchpoints
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Handle customer complaints with professionalism and empathy
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Build a service culture focused on continuous improvement
Course Modules
Module 1: Understanding Service Quality and Customer Expectations
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Defining service quality and its dimensions
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Understanding the customer journey and experience
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Identifying customer expectations and perceptions
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The importance of first impressions and service touchpoints
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Introduction to the SERVQUAL model
Outcome:Participants will map out a customer journey and identify key moments of truth.
Module 2: Measuring and Evaluating Service Quality
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Using SERVQUAL to measure service quality
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The 5 Gaps Model: Why service fails
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Methods of collecting customer feedback (surveys, NPS, interviews, etc.)
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Interpreting satisfaction metrics
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Setting service standards
Outcome:Participants will conduct a service gap analysis for their organization or a case study.
Module 3: Communication and Relationship Building
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Verbal and non-verbal communication in customer service
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Active listening and empathy
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Building rapport and trust with customers
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Tailoring service to customer personality types
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Handling difficult conversations professionally
Outcome:Role-play exercises to practice handling various customer interaction scenarios.
Module 4: Handling Complaints and Turning Negatives into Positives
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Why complaints are valuable feedback
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Steps for effective complaint handling
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Emotional intelligence in service recovery
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Turning dissatisfied customers into loyal fans
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The service recovery paradox
Outcome:Participants will develop a complaint-handling policy and run through role-play cases.
Module 5: Creating a Culture of Service Excellence
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Building a customer-centric service culture
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Leadership's role in supporting service quality
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Empowering employees and recognizing great service
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Continuous improvement strategies (Kaizen, feedback loops, etc.)
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Final presentations: Customer service improvement plans
Outcome:Participants present a mini strategy to improve service delivery in their own context.
Related Courses
Course Administration Details:
METHODOLOGY
The instructor-led trainings are delivered using a blended learning approach and comprise presentations, guided sessions of practical exercise, web-based tutorials, and group work. Our facilitators are seasoned industry experts with years of experience, working as professionals and trainers in these fields. All facilitation and course materials will be offered in English. The participants should be reasonably proficient in English.
ACCREDITATION
Upon successful completion of this training, participants will be issued an Indepth Research Institute (IRES) certificate certified by the National Industrial Training Authority (NITA).
TRAINING VENUE
The training will be held at IRES Training Centre. The course fee covers the course tuition, training materials, two break refreshments, and lunch. All participants will additionally cater to their travel expenses, visa application, insurance, and other personal expenses.
ACCOMMODATION AND AIRPORT PICKUP
Accommodation and airport pickup are arranged upon request. For reservations contact the Training Officer.
- Email: [email protected]
- Phone: +254715 077 817
TAILOR-MADE
This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our IRES Training Centre or at a convenient location. For further inquiries, please contact us on:
- Email: [email protected]
- Phone: +254715 077 817
PAYMENT
Payment should be transferred to the IRES account through a bank on or before the start of the course. Send proof of payment to [email protected]
Click here to register for this course.
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