Delivery structure 

Session 1: Service Experiences

Session 2: Service Quality Management

Session 3: Customer Satisfaction and Loyalty

Session 4: Staffing, Service Quality and Customer Experiences

A Certificate of Attendance will be awarded for completing the course. 

Activities for self-paced learning 

Design customer experiences scenarios and mapping out effective ways of delivering and managing them

Apply theoretical models to identify and assess service quality management systems within a given context

Develop customer satisfaction and customer loyalty tools based on given theoretical frameworks to suite given scenarios

Create a personal development plan to help participants deliver high levels of customer satisfaction and loyalty