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April 4, 2018


4 Weeks





Learn methods for building trust and rapport with customers. Discover strategies for actively listening to customers. Acquire tactics for dealing with difficult customers.

At the end of this course, you should be able to:

  • Define what service quality represents from the customer’s point of view.
  • Explain why service quality is important to organizations.
  • Describe how organizations deliver consistent service quality by closing the service quality gaps.
  • Define the four provider gaps in the Service Quality Gaps Model and know why they occur: The Listening Gap; The Design and Standards Gap; The Performance Gap; The Communication Gap
  • Identify best practices for closing each of the provider gaps.
  • Apply the Gaps Model of Service Quality to your organization.

  • This course is especially beneficial to people who regularly interact with customers; front line employees who are responsible for ensuring positive interactions with the customer. This course is especially recommended for employees from organizations who are responsible for delivering consistent service in multiple locations.