Excellence in Quality Service & Customer Satisfaction Course in Doha, Qatar

Excellence in Quality Service & Customer Satisfaction approaches service from a quality-management perspective. It is intended for those who set, monitor and improve service standards rather than only deliver them. The course introduces established service quality frameworks, including the SERVQUAL dimensions of reliability, assurance, tangibles, empathy and responsiveness, and the gaps model that explains why delivered service falls short of expectations. Participants learn to translate customer expectations into measurable service standards and service level agreements, design satisfaction surveys, and monitor performance through meaningful indicators.

The course then focuses on improvement: analyzing complaints and satisfaction data, finding root causes with tools such as fishbone diagrams and Pareto analysis, and running improvement cycles using Plan-Do-Check-Act. Links to quality management principles in ISO 9001 and the ISO 10002 complaints-handling guideline are explained. Participants develop a service standards framework for their area. The course is delivered in Doha, live online, or as an in-house program for organizations.

By the end of this course, participants will be able to:

• Apply the SERVQUAL dimensions and gaps model to analyze service quality

• Translate customer expectations into measurable service standards and SLAs

• Design customer satisfaction surveys and select appropriate service KPIs

• Analyze complaints and satisfaction data to identify trends and root causes

• Use PDCA, fishbone and Pareto tools to improve service processes

• Establish a complaints-management process aligned with ISO 10002 guidance

This course is for professionals responsible for setting, monitoring or improving service quality.

• Customer service supervisors and managers

• Quality assurance and quality control officers

• Service delivery and operations managers

• Complaints and customer relations coordinators

• Contact center quality and performance analysts

Module 1: Understanding Service Quality

• Characteristics of services and why quality is hard to control

• SERVQUAL's five dimensions of service quality

• The service quality gaps model

• Cost of poor service quality

Module 2: Setting Service Standards

• Converting customer expectations into specific standards

• Writing service level agreements and service charters

• Internal service standards between departments

• Communicating and training staff on standards

Module 3: Measuring Customer Satisfaction

• Designing satisfaction surveys and question types

• Mystery shopping and service audits

• Service KPIs: response time, first-contact resolution, satisfaction scores

• Building a service performance dashboard

Module 4: Complaints as Quality Data

• Complaint-handling process principles in ISO 10002

• Recording, categorising and analyzing complaints

• Root cause analysis with fishbone and five whys

• Prioritizing issues with Pareto analysis

Module 5: Continuous Service Improvement

• Plan-Do-Check-Act improvement cycles

• Process mapping to remove service failures

• Linking service quality to ISO 9001 principles

• Developing a service standards and improvement plan

Public and private organizations in Qatar increasingly publish service standards, measure customer satisfaction and pursue quality management systems as part of efforts to improve service delivery. Government entities, healthcare providers, utilities, banks and hospitality businesses all benefit from systematic approaches to service quality. These capabilities support the efficient, high-quality institutions and services that Qatar National Vision 2030 sets out as part of the country's development.

Join a scheduled class at our training center in Doha or attend live online. For organizations, the course can run as an in-house program at your premises or online, tailored to your sector, case studies and timetable.