Drive Service Quality and Customer Satisfaction

This WSQ Level 5 module covers knowledge and application skills in the assessment of the service quality and customer satisfaction levels within an organisation. Upon completion of this module, you will acquire the skills and knowledge to:

– Classify components of service quality and customer satisfaction framework.

– Differentiate various types of benchmarking criteria and key performance.

– Translate types of improvements in service quality and customer satisfaction.

– Specify methods to communicating service quality and customer satisfaction performance to stakeholders.

– Develop service quality and customer satisfaction framework in accordance with organisation’s business strategy.

– Identify strategic needs and priorities of the organisation to develop the organisation’s key performance indicators in service quality and customer satisfaction.

– Recommend improvements to address service performance gaps.

– Communicate service quality and customer satisfaction performance to stakeholders.

– Instill interest in finding out how customers perceive the competitor’s service quality and customer satisfaction.

– Initiate discussion with stakeholders to formulate plan to bridge service performance gaps.