By continuing to browse this site and the other resources of the domain and sub-domains of, you accept our Terms of Use, our Privacy Policy as well as the use of cookies used for marketing purposes, analysis, statistics and advertisements (if activated)





Service Focused Programme

Customised Training


Advance your career.
Understand today. Influence tomorrow.
The Most In-Demand Subjects from the World's Leading Experts

Service Quality Model

Date: Customized

Foundation of Customer Experience – An open vision of the service system. By the end of this training, you will have a better grasp of CX fundamentals, CX processes, the key concepts of Customer Experience while gaining knowledge on how to commence a CX improvement journey within your business.

Get started today.

Don't miss this UNIQUE opportunity and enrol for the course today !


To complete this document please confirm that you have read and accepted our Privacy Policy.

I do confirm

By completing this document, you confirm that you have read and accepted our Privacy Policy.

Enrol now

no description of image found.

Who is the course for?
Customised, from Middle to Senior Management

no description of image found.

Benefits & Tools

  • Start creating excellent CX: without product or service quality there cannot be CX. Is the quality of the service or product you provide fitting the requirements and expectations of your customers?
  • Performance is no longer about figures and numbers but tends to be more and more about customer satisfaction that leads to improved numbers.
  • The pressure is even greater when it comes to organisations providing only services (such as airlines or telecommunication companies): if the quality of the services is not good, they have little to offer to their customers. Without understanding the customers’ expectations as well as their perceptions, an organisation cannot remain competitive, nor improve the service it offers.
  • Servqual is the most used model to monitor service quality. It starts with 10 dimensions that help a business better understand its customers’ perception on their impact and on the quality they offer: reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding/knowing the customer, tangibles.

Acquired Knowledge & Skills

  • Dimensions of quality in CX
  • Customers’ expectations
  • Customers’ perceptions
  • Quality service design
  • The relation between customer satisfaction and service quality
  • The journey from 10 to 5 dimensions of service quality
  • The Servqual model and its applications in CX
  • Strategies to improve the Servqual score of your own organisation

no description of image found.


  Cristina Neacșu  
  Programme advisor  

Contact us

  mail   [email protected]   
  phone   +40 756 105 032

Interested in our upcoming personalised courses ?

See our
Open for Enrolments Courses


     Discover more logo

mail [email protected]

phone +41 79 254 60 83


winsedswiss facebook winsedswiss youtube

no description of image found.

mail [email protected]

phone +40 752 220 202


winsedswiss Romania Facebok winsedswiss romania Linkedin winsedswiss Romania youtube

no description of image found.

mail [email protected]

phone +381 62 803 12 25


winsedswiss Facebook Serbia winsedswiss serbia Linkedin Youtube Channel Serbia


no description of image found.

mail [email protected]

phone +357 22 060 770


Subscribe to our newsletter


copyright Copyright 2024   - Privacy Policy

Website & data hosted and managed by Education Group (WEG) SA