Best Practices in Service Quality Measurement

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Who Should Attend
The course is intended for anyone involved in service quality, customer service, sales or marketing – it will provide an overview of the major trends in service quality measurement.

Learning Outcomes
At the end of the course successful students will be able to:

• Generate a business case for a service quality measurement system.
• Use tools and techniques to implement various types of customer listening posts and use the results for practical and measurable business improvement.
• Deploy customer-focused actions within their company.
• Turn metrics into actions.

Related ASQ Bodies of Knowledge
Certified Quality Auditor, Certified Manager of Quality/Organizational Excellence

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