Service gaps
Map a current situation involving service gaps; separate facts from assumptions and identify questions that need clarification.
All programmesMarketing & Customer Experience / PM-MAR-005
Advanced Service Improvement
A practical programme in advanced service improvement, connecting working concepts with team decisions and relevant workplace examples.
About the Course
This programme develops a working approach to advanced service improvement in the context of customer needs and service outcomes. Participants move from understanding the main concepts to examining a case, testing alternatives and explaining a practical recommendation. The three modules focus on service gaps, recovery practices and quality measures. Examples are selected after the training brief so that they reflect the responsibilities and experience of the participant group.
Course Objectives
- Explain the role of service gaps and identify the information required for a reliable assessment.
- Use a structured worksheet to examine recovery practices and compare reasonable alternatives.
- Identify assumptions, missing evidence and implementation concerns related to quality measures.
- Prepare a customer improvement proposal and success measures for discussion with a marketing or customer-service team.
- Translate the exercise into a workplace action plan with owners, review points and measurable progress.
Who Can Benefit
- Marketing and account teams: apply service gaps to their responsibilities through a guided case and a course-specific worksheet.
- Customer-service supervisors: apply recovery practices to their responsibilities through a guided case and a course-specific worksheet.
- Customer-experience and research professionals: apply quality measures to their responsibilities through a guided case and a course-specific worksheet.
Participant experience and learning needs are reviewed before the programme is confirmed.
Curriculum & Practical Work
Recovery practices
Compare two approaches to recovery practices; explain the expected benefits, limitations and information gaps.
Quality measures
Develop an action plan for quality measures; assign responsibilities and agree how results should be reviewed.
Learning Method
Short concept discussions, guided worksheets, group comparisons and instructor feedback, followed by a workplace action plan.
Educational programme. No professional accreditation is implied; specialist legal, engineering or tax advice requires qualified professionals.