Certificate in Service Quality Improvement: Actionable Insights
-- ViewingNowThe Certificate in Service Quality Improvement: Actionable Insights is a comprehensive course designed to enhance your skills in service quality improvement. This certification focuses on actionable insights, teaching you how to analyze data, identify service gaps, and implement solutions that drive growth and customer satisfaction.
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⢠Service Quality Metrics – Understanding the key performance indicators (KPIs) for service quality, such as customer satisfaction, net promoter score (NPS), and first contact resolution (FCR).
⢠Customer Experience Mapping – Techniques for mapping the customer journey to identify pain points and opportunities for improvement.
⢠Voice of the Customer (VoC) Programs – Designing and implementing VoC programs to gather customer feedback and insights for service quality improvement.
⢠Continuous Improvement Methodologies – Utilizing frameworks such as Six Sigma, Lean, and Kaizen to drive service quality improvement efforts.
⢠Quality Assurance & Quality Control – Strategies for monitoring and maintaining service quality through regular audits, checks, and process improvements.
⢠Root Cause Analysis – Techniques for identifying the underlying causes of service quality issues, including the 5 Whys and Fishbone diagrams.
⢠Employee Engagement & Training – Empowering employees to deliver high-quality service through effective training programs and engagement strategies.
⢠Service Recovery & Crisis Management – Developing plans to quickly and effectively address service failures and prevent future occurrences.
⢠Data Analysis for Service Quality Improvement – Utilizing data analysis tools and techniques to identify trends and patterns in service quality data, and make data-driven decisions for improvement.
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