Course Outline Chapter 1: Introduction to Customer Satisfaction
Topic 1.1: Defining Customer Satisfaction
Understanding the concept of customer satisfaction and its importance in business
Topic 1.2: The Benefits of Customer Satisfaction
Exploring the benefits of customer satisfaction, including increased loyalty and retention
Topic 1.3: The Consequences of Poor Customer Satisfaction
Understanding the consequences of poor customer satisfaction, including decreased loyalty and negative word-of-mouth Chapter 2: Understanding SERVQUAL
Topic 2.1: Introduction to SERVQUAL
Understanding the SERVQUAL model and its five dimensions of service quality Topic 2.2: The Five Dimensions of SERVQUAL
- Tangibles: physical evidence of service quality
- Reliability: ability to perform service dependably and accurately
- Responsiveness: willingness to help customers and respond to their needs
- Assurance: ability to convey trust and confidence
- Empathy: ability to provide personalized and caring service
Topic 2.3: Measuring Service Quality using SERVQUAL
Understanding how to measure service quality using the SERVQUAL model Chapter 3: Delivering Exceptional Service Quality
Topic 3.1: Understanding Customer Expectations
Understanding customer expectations and how to meet them
Topic 3.2: Providing Personalized Service
Understanding the importance of personalized service and how to provide it
Topic 3.3: Managing Service Encounters
Understanding how to manage service encounters and provide exceptional service quality Chapter 4: Overcoming Service Quality Challenges
Topic 4.1: Identifying Service Quality Challenges
Understanding common service quality challenges and how to identify them
Topic 4.2: Developing Strategies to Overcome Challenges
Understanding how to develop strategies to overcome service quality challenges
Topic 4.3: Implementing Service Quality Improvements
Understanding how to implement service quality improvements and measure their effectiveness Chapter 5: Sustaining Service Quality Excellence
Topic 5.1: Creating a Service Quality Culture
Understanding how to create a service quality culture within an organization
Topic 5.2: Developing a Service Quality Strategy
Understanding how to develop a service quality strategy and implement it
Topic 5.3: Maintaining Service Quality Excellence
Understanding how to maintain service quality excellence over time Chapter 6: Measuring and Evaluating Service Quality
Topic 6.1: Understanding Service Quality Metrics
Understanding common service quality metrics and how to use them
Topic 6.2: Collecting and Analyzing Service Quality Data
Understanding how to collect and analyze service quality data
Topic 6.3: Evaluating Service Quality Performance
Understanding how to evaluate service quality performance and identify areas for improvement Chapter 7: Implementing Service Quality Improvements
Topic 7.1: Developing a Service Quality Improvement Plan
Understanding how to develop a service quality improvement plan
Topic 7.2: Implementing Service Quality Improvements
Understanding how to implement service quality improvements and measure their effectiveness
Topic 7.3: Sustaining Service Quality Improvements
Understanding how to sustain service quality improvements over time Chapter 8: Creating a Service Quality Culture
Topic 8.1: Understanding the Importance of Service Quality Culture
Understanding the importance of creating a service quality culture within an organization
Topic 8.2: Developing a Service Quality Culture Strategy
Understanding how to develop a service quality culture strategy and implement it
Topic 8.3: Maintaining a Service Quality Culture
Understanding how to maintain a service quality culture over time Chapter 9: Service Quality and Technology
Topic 9.1: Understanding the Impact of Technology on Service Quality
Understanding the impact of technology on service quality and how to leverage it to improve service quality
Topic 9.2: Using Technology to Enhance Service Quality
Understanding how to use technology to enhance service quality and improve customer satisfaction,
