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EasyUphill
CORPORATE DEVELOPMENT
+27 81 041 7673
training@eubiz.co.za
68 Sunstone Street, Germiston, 1401
eubiz.co.za
training@eubiz.co.za
68 Sunstone Street, Germiston, 1401
eubiz.co.za
Quality & Auditing
Service Quality Measurement and Standards
Duration
3 Days
Delivery
In-house, public or online
From
R13,000 per delegate
Certificate
On completion
Course overview
Service quality is harder to measure than product quality because much of it is judged subjectively. This course covers defining service standards and measuring performance against them meaningfully.
What you will be able to do
- Define service standards that can be observed
- Select measures that reflect customer experience
- Combine operational and perception measures
- Run mystery shopping and observation programmes
- Interpret service measurement without gaming it
- Drive improvement from service data
Who should attend
- Service quality and customer experience staff
- Operations managers in service businesses
- Quality practitioners in service industries
- Branch and outlet managers
Course outline
01
Why service quality resists product style measurement
02
Defining standards that can be observed
03
Operational measures and perception measures
04
Mystery shopping, observation and their limits
05
Survey based measurement and its biases
06
Gaming, target fixation and measurement distortion
07
Turning service data into improvement
Upcoming public sessions
| Dates | Venue | Duration | Fee per delegate |
|---|---|---|---|
| 26 to 28 Oct 2026 | London | 3 Days | US$1,500 |
| 16 to 18 Nov 2026 | Dubai | 3 Days | US$1,500 |
| 30 Nov to 2 Dec 2026 | Pretoria | 3 Days | R13,000 |
| 11 to 13 Jan 2027 | Durban | 3 Days | R13,000 |
| 1 to 3 Feb 2027 | Cape Town | 3 Days | R13,000 |
| 5 to 7 Apr 2027 | Johannesburg | 3 Days | R13,000 |
| 7 to 9 Jun 2027 | London | 3 Days | US$1,500 |
Fees exclude VAT. This course can also be delivered in-house at your premises on dates that suit your team, or live online.
To book or ask for an in-house quote
Reply to the email this brochure came with, call +27 81 041 7673, or visit eubiz.co.za and open this course.
EasyUphill Training & ConsultingTailored training that moves teams forward.
+27 81 041 7673 · training@eubiz.co.za
68 Sunstone Street, Germiston, 1401 · eubiz.co.za
68 Sunstone Street, Germiston, 1401 · eubiz.co.za