An Interactive 5-Day Training Course
Service Quality and Excellence
Enhancing Customer Satisfaction and Operational Efficiency
Course Overview
This GLOMACS Service Quality and Excellence training course is designed to provide managers and professionals with the tools and techniques necessary to deliver superior service quality and achieve operational excellence. By attending this training course, participants will understand the importance of customer satisfaction, learn how to implement service quality frameworks, and develop strategies to improve service delivery. In this Social Age, the Customer experience is everything. This training course will give practical proven skills and techniques for companies to excel.
This training course offers a comprehensive approach to enhancing service quality, ensuring participants can effectively apply the learned concepts to their workplace. The training course covers critical aspects such as customer expectations, service design, performance measurement, and continuous improvement, making it essential for professionals aiming to excel in service management.
This training course will highlight:
- Understanding customer expectations and needs
- Designing and implementing service quality frameworks
- Measuring and analysing service performance
- Strategies for continuous service improvement
- Enhancing customer satisfaction and loyalty
Training Outline
DAY 1: Understanding Service Quality
- Introduction to Service Quality
- Customer Expectations and Perceptions
- Key Dimensions of Service Quality
- The Service Quality Model
- Identifying Service Gaps
- Importance of Service Recovery
DAY 2: Designing Service Quality Frameworks
- Service Design and Standards
- Service Blueprinting
- Creating Service Quality Plans
- Role of Technology in Service Quality
- Implementing Service Quality Systems
- Practical Exercises and Examples
DAY 3: Measuring and Analysing Service Performance
- Key Performance Indicators (KPIs) for Service Quality
- Tools and Techniques for Measurement
- Customer Feedback and Surveys
- Data Analysis and Interpretation
- Continuous Monitoring and Reporting
- Practical Exercises and Examples
DAY 4: Strategies for Continuous Improvement
- Continuous Improvement Models
- Identifying Areas for Improvement
- Implementing Improvement Strategies
- Employee Involvement in Quality Improvement
- Overcoming Resistance to Change
- Practical Exercises and Examples
DAY 5: Enhancing Customer Satisfaction and Loyalty
- Building Customer Relationships
- Strategies for Customer Retention
- Handling Customer Complaints Effectively
- Creating a Customer-Centric Culture
- Evaluating Service Excellence Programs
- Developing Action Plans for Improvement
- Final Group Discussion and Course Wrap-up
Certificates
- On successful completion of this training course, GLOMACS Certificate will be awarded to the delegates
- Continuing Professional Education credits (CPE) : In accordance with the standards of the National Registry of CPE Sponsor, one CPE credit is granted per 50 minutes of attendance
Accreditation
GLOMACS is registered with NASBA as a sponsor of Continuing Professional Education (CPE) on the National Registry of CPE Sponsors. NASBA have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website: www.learningmarket.org.
All Training Seminars delivered by GLOMACS by default are eligible for CPE Credit.
Providers and Associations
About Saudi Glomacs
At Saudi GLOMACS, we specialize in delivering world-class training courses in Saudi Arabia and across various international locations. Our training courses are tailored to meet the unique demands of Saudi Vision 2030 and the Human Capability Development Program, focusing on empowering Saudi citizens and enhancing workforce skills. We offer diverse courses spanning leadership, management, engineering, and technical disciplines to cultivate expertise and drive professional growth. Our flexible learning options—whether in-person, online, or in-house—ensure accessibility and convenience for individuals and organizations alike.
With over 30+ years of experience through the GLOMACS global network, we are committed to delivering innovative, results-driven training solutions. Our expert instructors combine industry knowledge with dynamic teaching methods, fostering practical skill development and long-term career success. By choosing Saudi GLOMACS, you're investing in personal excellence and contributing to the Kingdom’s sustainable economic growth and vision-driven transformation.
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