Fundamentals of Quality and Customer Service Management

Quality and customer service management maintains and grows a burgeoning business. Providing high quality and excellent customer service often result in improved customer retention and referrals, which could give your organisation the competitive advantage over others.

You will examine philosophy, principles, models and systems to improve quality management and customer relationship management in organisations in this course. This will improve quality and customer relations and thereby transform organisations by addressing the root causes of the problems. This course also identifies tools and communication strategies to deal effectively with especially difficult customers and stakeholders.

This course will benefit employees, frontline- and middle managers who are customer-facing, employees and managers responsible for promoting quality in their organisations, entrepreneurs and individuals keen on establishing a career in quality and customer service management.

Exit Level Outcomes

Upon completing this course, you should be able to:

Explain the philosophy and principles of quality management and customer relations management

Discuss how quality improvement can transform organisations

Explain how employee attitudes and behaviour impacts customer service

Explain how to communicate effectively with clients and relevant stakeholders

Conduct a stakeholder analysis to identify and manage stakeholders appropriately

Apply problem analysis tools to improve quality and customer relations


A Certificate of Competence will be awarded to all participants who successfully submit and pass their assignments, and exams*

A Certificate of Completion will be awarded to all who successfully submit and pass their assignments

A Certificate of Attendance will be awarded to all who attended the training session

On successful completion of this short learning programme, the participant may be considered for exemption from the equivalent course in the respective qualification, provided that he or she meets qualification entrance criteria. Exemption fees may apply.


2-day course contact time including facilitation and group activities

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Fundamentals of Quality and Customer Service Management

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