Use Service Quality As A Competitive Advantage For Your Business

Unless your company offers a unique product or service, your major competitive advantage is high quality service. Quality service results in repeat and additional purchases from existing customers. Referrals capture new customers. This increase in market share is the difference between financial success and failure.

The Harvard Business Review reports that customers who experience poor service quality often stop doing business with the offending companies without warning or complaint. On average, 40 percent of customers with poor experiences do not return.

ASQ’s new Service Quality Measurement training series gives you a road map to achieve your organization’s service goals. You use your own company’s information in the course, so you get the practical tools you need and a plan for implementation.

The three one-day virtual sessions cover service quality measurement, analysis of data, and planning for improving your business results. Register for the entire series or select any of the individual sessions. This course was developed with subject matter experts with actual applications and experience in the field.

Service Quality Measurement: Planning Identify your organization’s actual state of service quality—not just your customer satisfaction. Compare various improvement strategies and implement plans through analysis of existing service quality data. By the end of the course you will be able to recommend specific tactics and use the data for actual business decisions.
This course is not currently offered. If you are interested in being notified when it is, let us know!

Service Quality Measurement: Measuring: Obtain tangible and objective customer survey results to use for competitive analysis and strategic planning. Use the information to improve customer satisfaction and loyalty while addressing identified concerns.
This course is not currently offered. If you are interested in being notified when it is, let us know!

Service Quality Measurement: Analyzing: Identify appropriate customer data, draw conclusions, and/or make recommendations for improvement. This includes the use of such tools as customer "listening posts" to spot market trends before your competitors. You will also learn how to use the 7 Quality Tools for setting service quality priorities and improving loyalty and market share.
This course is not currently offered. If you are interested in being notified when it is, let us know!

Bring one or all of these courses to your organization. Call 1-800-248-1946 to discuss ASQ's on-site training.

Instructor: Jim Jubelirer has designed and implemented programs that bring the voice of the customer into organizations facing complex competitive challenges. His clients are from a wide variety of industries and include a fast-growing division of a Fortune 50 company, America’s most profitable company, and one of the world’s largest financial services firms. Jubelirer has also conducted global research projects and worked with managers from 25 countries.