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Improving Service Recovery & Service Quality

Service Quality refers to a parameter that decides the superiority or inferiority of service, while Service recovery is an organisation's resolution of a problem from a dissatisfied customer, and converting them into a loyal customer. In this process, the service provider first ensures that standards are set as guideline and determinant of service quality, while responses are put in place in response to service failure. This online course deals with the step-to-step guidelines for improving customer service recovery and service quality.

  • 3000
  • 15000
  • Course Includes
  • 1 Hour Video Class
  • Free Certificate of Completion
  • 1 Year Access

Enrol and get access to the full course.

What you will learn

  • How to Measure Service Quality
  • Differentiate between Quality Improvement in Service Industry
  • How to Sustain Service Quality
  • Service Quality Management
  • Service Quality Management Process
  • Strategies for Service Recovery
  • Relation between Service Quality & Customers
  • Service Quality Parameters
  • PDSA Technique for Service Quality
  • Role of Managers in Service Quality Management

Requirements

  • This course is suitable for marketers and customer service representatives who are in most case the first point of contact with the customers, and also the service managers, supervisors in the marketing/customer service unit. No special skill is required to take this online course.

Description

Service company marketers need to emphasize the quality of their brands over quantity to survive the cut-throat competition. Why would a customer come to you if your competitor is also offering the same service? The difference has to be there in service quality. Your brand needs to be superior for it to stand apart from the rest of the service providers.

This online course deals with the techniques and standard guidelines for improving service recovery and service quality. These skills are important for marketers and customer service representatives who are in most case the first point of contact with the customers, and also the service managers, supervisors in the marketing/customer service unit. 

Course Content

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Introduction-to-Improving-Service-recovering-and-Service-Quality
preview 5min
Explain What is meant by Service Quality
1min