Course Level 3: Advanced
Estimated Study Time: 2-3 hours
Service quality is where quality management practices and procedures are applied to service industries. Almost two thirds of modern economies are driven by various service industries and any business with high service quality will meet customer needs while remaining economically competitive.
The course first introduces what is meant by service quality and how it can be applied within service industries. The course then describes the practices and procedures within service quality that can be used to improve customer satisfaction. Finally, there is a case study of a credit union that reviewed its customer service and how it implemented changes that greatly improved its service quality.
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