Consistent, high-quality service depends on clear standards and well-managed service levels that everyone understands and delivers against. This program equips participants with practical skills to define service standards and manage service levels, covering how to set, measure, and uphold the standards that drive customer satisfaction.
As consistent service becomes a differentiator, these skills are highly valued. This course combines service standards with service level management and introduces emerging trends in service quality.
Course Objectives
Upon the successful completion of this program, attendees will be able to:
- Understand service standards concepts
- Understand the value of consistent service
- Define service standards
- Translate expectations into standards
- Set measurable service levels
- Understand service level agreements
- Develop SLAs
- Communicate standards to teams
- Embed standards in processes
- Measure service performance
- Monitor service levels
- Manage service against SLAs
- Identify and close service gaps
- Drive service improvement
- Sustain service quality
- Apply emerging trends in service quality
Course Outline
- Module 1: Service Standards Concepts
- Module 2: The Value of Consistent Service
- Module 3: Defining Service Standards
- Module 4: Translating Expectations into Standards
- Module 5: Setting Measurable Service Levels
- Module 6: Service Level Agreements
- Module 7: Developing SLAs
- Module 8: Communicating Standards to Teams
- Module 9: Embedding Standards in Processes
- Module 10: Measuring Service Performance
- Module 11: Monitoring Service Levels
- Module 12: Managing Service Against SLAs
- Module 13: Identifying & Closing Service Gaps
- Module 14: Driving Service Improvement
- Module 15: Emerging Trends: Service Quality
Who Should Attend
This course is intended for service managers, team leaders, and customer service professionals who want to set and manage service standards and levels. No prior experience is required.
Registration & Inquiry
For more details & inquiry, please contact us at:
