Service Quality and Excellence

Course Overview

The professionals trusted with bigger decisions tend to be the ones fluent in Service Quality and Excellence. Across 5 practical days, the course moves from core principles to applied techniques, anchored in real workplace challenges. By the final session each delegate has a concrete plan for applying the material in their own role.

What You Will Achieve

• Explain the core principles and current good practice in Service Quality and Excellence
• Apply practical tools and techniques for Service Quality and Excellence in your own organisation
• Analyse real-world scenarios and select the right approach with confidence
• Avoid the common pitfalls that undermine Service Quality and Excellence in practice
• Build a personal action plan to implement what you have learned

Who Should Attend

Directors, senior managers, heads of department, team leaders and high-potential professionals preparing for greater leadership responsibility.

Course Outline

1. 01Setting the scene: Service Quality and Excellence in today's organisation
2. 02Key concepts and the language of Service Quality and Excellence
3. 03Frameworks and good practice that deliver results
4. 04Hands-on application: workshop exercises and cases
5. 05Problem-solving clinic: participants' real challenges
6. 06Integrating Service Quality and Excellence with day-to-day operations
7. 07Reporting, metrics and demonstrating value
8. 08Action planning: your first 90 days after the course