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Service Quality Management
Quality · Intermediate · 40 hours
Delivering quality in services: the nature of services, customer expectations, the SERVQUAL and gaps models, measurement, service recovery and service design.
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What you'll learn Understand service quality and its challenges Understand customer expectations Use the SERVQUAL and gaps models Measure service quality and recover from failures Design quality into services Course modules Module 1: Introduction to Service Quality Module 2: Characteristics of Services Module 3: Customer Expectations Module 4: The SERVQUAL Model Module 5: The Gaps Model Module 6: Measuring Service Quality Module 7: Service Recovery Module 8: Service Design Module 9: People & Service Module 10: Service Quality in Practice Module 11: Core Concepts in Depth Module 12: Common Mistakes & How to Avoid Them Module 13: Tools, Resources & Templates Module 14: Standards, Quality & Best Practice Module 15: Health, Safety & Ethics Module 16: Case Study: A South African Example Module 17: Communication & Working with Others Module 18: Staying Current & Continuing to Learn Module 19: Capstone Project Module 20: Review, Assessment & Next Steps Unlock this course for R19 on any phone. A certificate is optional (from R39).
Bluezone Institute — low-cost e-learning for South Africa. Courses unlock for R19; certificates are optional and separate. Certificates are not accredited or NQF/SAQA-registered.