Service Quality Competency and Customer Satisfaction
الحصول على الكتيب
للحصول على كتيب بكامل محتويات الدورة برجاء ملء النموذج التالي ببياناتك الصحيحة
Program Professional Framework
Service Quality Competency and Customer Satisfaction
Program Overview
Consistent service quality depends on the competencies of the people who deliver it. This course connects the service quality dimensions of the SERVQUAL model with the behaviours, skills and standards expected of front-line and back-office staff. Participants define service competencies, translate them into observable behaviours and measurable service standards, assess gaps through mystery shopping and service audits, and build coaching plans that lift satisfaction results. The approach reflects the customer-centric service models adopted by government and private sector organisations across the GCC.
Learning Outcomes
- ✓Apply the five SERVQUAL dimensions to diagnose quality gaps in a specific service.
- ✓Define a service competency framework with observable behaviours for front-line, back-office and supervisory roles.
- ✓Convert competencies into measurable service standards covering response times, accuracy and courtesy.
- ✓Assess staff performance against standards using mystery shopping, call monitoring and service audits.
- ✓Develop individual coaching plans that target the competency gaps most linked to low satisfaction.
Target Audience
- Front-line service supervisors and team leaders
- Customer service and customer happiness officers
- Quality assurance and call monitoring specialists
- Learning and development staff supporting service teams
Detailed Program Modules
01Service Quality Concepts
- Characteristics of services and why quality varies
- The gaps model of service quality
- SERVQUAL dimensions: reliability, responsiveness, assurance, empathy and tangibles
02Building a Service Competency Framework
- Core, role-specific and leadership service competencies
- Writing behavioural indicators and proficiency levels
- Linking competencies to job descriptions and recruitment
03Setting Service Standards
- Turning competencies into measurable standards
- Service level agreements between internal departments
- Standards for digital, phone and face-to-face channels
04Assessing Service Delivery
- Mystery shopping design and scoring
- Call and chat quality monitoring forms
- Combining assessment results with customer feedback
05Developing Service Competence
- Coaching conversations and feedback techniques
- Handling difficult customers and emotional resilience
- Recognition schemes that reinforce service behaviours
06Linking Quality to Satisfaction Outcomes
- Correlating audit scores with satisfaction results
- Continuous improvement cycles for service teams
- Reporting service quality to management
Training Methodology
Applied Project & Assessment
Applied Project
Each participant builds a competency and standards pack for one customer-facing role: behavioural indicators, measurable service standards, a mystery shopping or call monitoring form, and a coaching plan based on a gap assessment.
Assessment
Short diagnostic at the start, practical tasks linked to each learning outcome, and evaluation of the applied project against published criteria.