Service Quality Management

Course Preview

• Service Concept:

  Understand the importance of service quality and what it means from the perspective of the industry, the branch and the customer.

• Key Service Indicators (KSIs):

  The quality of service delivered at a branch must be measured using certain standards and criteria. Key Service Indicators (KSIs) are one of the main aspects supporting the delivery of service at a branch. Consistently high standards of service must be delivered to ensure that customers are pleased with their experience and engaged with the branch.

• Complaint Management:

  The way complaints are handled is a defining factor of the service delivery culture of any organisation. This section provides an in-depth analysis on why complaints occur and how they can be viewed in a positive manner. Learn a structured approach to how complaints should be resolved on the branch floor and through regular and effective coordination between employees, customers and management officials.

• Loyalty:

  A customer’s loyalty is an important indicator of the long-term growth of the branch. Understand what customer loyalty means, how it is measured and how it can be an be improved. Its effects on the business development of the branch will also be discussed.

• Service Quality Management Process (SQMP):

  This section contains the actual management processes that must be followed to maintain an exceptional standard of service quality at a branch. The responsibilities of the branch manager are discussed in detail as well as which service quality management processes must occur on a daily and monthly basis to propel the growth of the branch.

• Reward and Recognition:

  Exceptional service must be incentivized to ensure that it is not only sustained but improved upon. Learn the importance of cultivating the right behaviors that create an atmosphere in which the consistent delivery of high-quality service by employees is not only recognized but rewarded.

• Training:

  A strong workforce must be equipped with the necessary knowledge and tools to perform their duties at an optimal level. This section includes areas that the branch manager must ensure their staff has been trained in to create an effective team of employees.