Quality ultimately means meeting and exceeding customer expectations. This course shows how to capture the voice of the customer, translate it into measurable quality requirements and improve service delivery across touchpoints. Participants learn customer research methods, service quality models, complaint management, customer journey analysis and service recovery, and they explore how to link customer satisfaction and loyalty measures with operational quality metrics. Practical workshops help participants design a customer-centric quality improvement plan.
Download the full standard outline: why attend, methodology, objectives, audience, competencies, the daily outline and current plans.
Organisations often measure internal quality indicators that do not reflect what customers actually experience. This course helps you listen to customers systematically, identify the service gaps that matter most and improve quality in ways customers notice and value.
The programme explores practical approaches to the following challenges. Results depend on how the learning is applied in your organisation.
Participants learn through case studies, customer research exercises, service gap analysis, complaint handling simulations, journey mapping and development of an improvement plan.
By the end of this course, participants will be able to:
This course is suitable for:
Participants will develop competencies in:
A focused, practical outline with time to explore, apply and reflect.
The timings provided are estimates and may vary depending on the number of participants and the discussions taking place during the sessions. They are indicative only and do not constitute a binding commitment.
Confirmed dates accept registration requests. Tentative dates are enquiry only.
Our classroom programmes combine facilitated discussion, case studies, exercises and reflection. The precise format will be confirmed before enrolment.
Yes, you can enquire about a tailored programme. Share your goals, group size and preferred dates with our learning team.
Participants who complete the programme receive a Smart Horizon certificate of attendance. Smart Horizon programmes are not externally accredited and do not award a professional qualification, licence or designation. Where a course title or outline refers to a professional certification (for example, AACE International's Certified Cost Professional), the programme supports learning and preparation only; the credential itself is awarded solely by the relevant professional body under its own application and examination requirements.
Please confirm the session, exact venue, accessibility arrangements, fees and any visa requirements with the team before arranging travel. Tentative dates are not confirmed sessions.
