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