Service Quality Management Training Course
Course Overview
| Course Title | Service Quality Management Training Course |
| Organization | Tech For Development (T4D) |
| Venue | Tech For Development (T4D) Training Center along Tala Road, Runda, Nairobi |
| Duration | TBA days |
| Target Industries |
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| Target Job Roles |
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| Course Fees (Face-to-Face) | TBA |
| Course Fees (Virtual) | |
| Training Modes | Virtual and face-to-face training |
| Payment | Payment should be made to the Tech For Development (T4D) bank account on or before the start of the course |
| Accreditation | Tech For Development Certificate of Course Completion |
Course Overview
This 5-day training course provides participants with in-depth knowledge and skills to design, implement, and manage service quality systems that meet customer expectations and organizational goals. The course emphasizes practical frameworks, international standards, and continuous improvement techniques to enhance service delivery and maintain competitive advantage. Through interactive sessions, real-world examples, and case studies, participants will gain the expertise to monitor, evaluate, and optimize service quality across different organizational contexts.
Duration
5 Days
Target Audience
- Customer service managers
- Quality assurance officers
- Service operations managers
- Process improvement professionals
- Team leaders and supervisors in service industries
Organizational Impact
- Strengthened service quality frameworks and processes
- Increased customer satisfaction and loyalty
- Reduced service delivery errors and inefficiencies
- Alignment with global service quality standards
Personal Impact
- Improved capability to design and monitor service quality systems
- Enhanced leadership skills in service management
- Greater problem-solving and decision-making confidence
- Recognition as a key driver of service excellence
Course Objectives
- Understand the principles and foundations of service quality management
- Learn to measure, monitor, and evaluate service delivery performance
- Apply tools and frameworks for service process improvement
- Integrate customer feedback into service quality systems
- Develop action plans for continuous service quality enhancement
Course Modules
Course Modules
Module 1: Foundations of Service Quality Management
- Definition and scope of service quality
- Key dimensions of service excellence (SERVQUAL model, Kano model)
- Differences between product quality and service quality
- Role of leadership in driving service culture
- Case Study: Evaluating service quality frameworks in leading hospitality brands
Module 2: Designing Service Quality Systems
- Components of an effective service quality management system
- Service delivery design and process mapping
- Identifying customer needs and expectations
- Linking quality standards to business strategy
- Case Study: Redesigning a customer support process in the telecom industry
Module 3: Service Quality Measurement Tools
- Metrics and key performance indicators (KPIs) for service quality
- Tools for capturing and analyzing customer feedback
- Balanced scorecard in service quality monitoring
- Benchmarking service standards across industries
- Case Study: Using KPIs to improve call center performance
Module 4: Service Quality Audits and Monitoring
- Conducting service audits and assessments
- Identifying service gaps and areas for improvement
- Internal vs. external service quality evaluations
- Continuous monitoring and reporting mechanisms
- Case Study: Service quality audit in a retail bank
Module 5: Continuous Improvement in Service Quality
- Principles of continuous improvement (Kaizen, PDCA cycle)
- Embedding a customer-centric culture
- Training and motivating staff for quality delivery
- Sustaining long-term service improvements
- Case Study: Implementing continuous improvement in a healthcare facility
Course Administration
Methodology
Instructor-led sessions use a blended learning approach combining presentations, guided practical exercises, web-based tutorials, and group work, delivered by seasoned industry experts. All facilitation and course materials are in English, so participants should be reasonably proficient in the language.
Accreditation
Upon successful completion of this training, participants will be issued a Tech For Development Certificate of Course Completion certified by the National Industrial Training Authority (NITA).
Training Venue
The training will be held at the Tech For Development 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 & Airport Transfer
Arranged upon request.For reservations contact the Training Officer:
Email: [email protected]
Phone: (+254) 790 824 179
Tailor-Made
This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our T4D Training Centre or at a convenient location.
Payment
Payment should be transferred to the T4D account through a bank on or before the start of the course. Send proof of payment to [email protected].
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