IMPROVING SERVICE QUALITY
 
 

Course Description

This programme aims to help participants to develop an appreciation of the concept of service quality, measurement of service quality and ways to improve service quality

    CLASS CODE
    EXL/SRVQLTY
    PRICE
    Tk. 30,000 pax
    5% Member Discount






    Duration
    3 Days
    CLASS SIZE
    12-15
    FACILITATOR
    Prof. Vidyanand Jha
    LEARNING Methodologies
  • Case Study
  • Coaching
  • Exercises
  • Facilitator Feedback
  • Games
  • Lecture & Discussion
  • Peer Feedback
  • Role Playing






    Target Audience
  • Manager
  • Senior Manager





 

 
 

Learning CONTENT

  • Understanding Services
  • Understanding Service Quality
  • Measuring Service Quality
  • Improving Service Quality
  • Market Research
  • Service Standards
  • Organizational Design Issues
  • Communicating Quality Service





KEY Learning Outcomes

On completion of this section, the learner will be able to:

  • Define quality and quality expectations by services
  • Understand how to measure and improve service quality
  • Identify current market research and standards on quality
  • Practice communication of quality service