The course will cover various aspects of service quality, including customer expectations, service standards, communication, problem-solving, and continuous improvement. Participants will learn how to create a customer-centric culture, handle challenging situations, and consistently exceed customer expectations.
What you’ll learn
- Understand the importance of service quality and excellence in the service industry.
- Develop skills in analyzing customer expectations and tailoring service delivery to meet customer needs.
- Set service standards and performance benchmarks for continuous improvement.
- Acquire effective communication skills to engage with customers and handle challenging situations.
- Learn problem-solving techniques and service recovery strategies to turn service failures into opportunities.
- Cultivate a customer-centric culture within the organization to drive service excellence.
- Embrace continuous improvement and innovation to enhance service quality.
- Apply service excellence principles in different service sectors and industries.
Requirements
Candidates must;
- Be proficient in English Language
- Have access to either a computer or smartphone with Internet Connectivity.
- Be equipped with quality webcam and headphones
Duration & Fees
- Regular – 8 Weeks – ₦150,000
- Fast-Track – 6 Weeks – ₦225,000
Program Dates
- August – October, 2024
- October – December, 2024
- February – April, 2025
- May – July, 2025
Curriculum
- 8 Sections
- 24 Lessons
- 10
- Module 1: Introduction to Service Quality and Excellence3
- Module 2: Customer Expectations and Needs Analysis3
- Module 3: Setting Service Standards and KPIs3
- Module 4: Effective Communication in Service3
- Module 5: Problem-Solving and Service Recovery3
- Module 6: Creating a Customer-Centric Culture3
- Module 7: Continuous Improvement and Innovation3
- Module 8: Service Excellence in Different Industries3
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