Service Excellence in Munich

Service excellence is achieved when a company consistently meets or exceeds its customers’ expectations. It refers to a company's ability to deliver on its promises accurately and consistently. The provision of excellent services has a direct impact on a company's long-term profitability and viability. Companies that provide excellent services, among other things:

• achieve customer loyalty through customer satisfaction;
• can attract new customers while keeping their current customer base;
• have higher profits per employee;
• and have fewer price-sensitive customers.

This highly interactive course combines cutting-edge knowledge with tried-and-true methods for improving the customers’ experience. Through lectures, discussions, and real-life scenarios, it provides a comprehensive understanding of all the factors that collectively affect and ultimately determine customers’ evaluations of a business.

By the end of this programme you will be able to:

• Recognise the importance and role of service excellence as a strategic competitive advantage.
• Understand the cornerstones of service excellence and how to apply them.
• Determine the elements that affect customers’ experience and how to improve them.
• Know how to leverage a company's workforce to attain greater quality standards.