Course Modules

Module 1: Understanding Service Quality and Customer Expectations

• Defining service quality and its dimensions

• Understanding the customer journey and experience

• Identifying customer expectations and perceptions

• The importance of first impressions and service touchpoints

• 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

• Using SERVQUAL to measure service quality

• The 5 Gaps Model: Why service fails

• Methods of collecting customer feedback (surveys, NPS, interviews, etc.)

• Interpreting satisfaction metrics

• Setting service standards

Outcome:Participants will conduct a service gap analysis for their organization or a case study.

Module 3: Communication and Relationship Building

• Verbal and non-verbal communication in customer service

• Active listening and empathy

• Building rapport and trust with customers

• Tailoring service to customer personality types

• Handling difficult conversations professionally

Outcome:Role-play exercises to practice handling various customer interaction scenarios.

Module 4: Handling Complaints and Turning Negatives into Positives

• Why complaints are valuable feedback

• Steps for effective complaint handling

• Emotional intelligence in service recovery

• Turning dissatisfied customers into loyal fans

• 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

• Building a customer-centric service culture

• Leadership's role in supporting service quality

• Empowering employees and recognizing great service

• Continuous improvement strategies (Kaizen, feedback loops, etc.)

• Final presentations: Customer service improvement plans

Outcome:Participants present a mini strategy to improve service delivery in their own context.