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June 6, 2018


4 Weeks





Learn to identify the four service quality gaps in your organization and learn best practices for closing them. Acquire skills in building trust and rapport with customers, in listening to them actively and offering solutions to them, and in approaching difficult situations which may involve saying “no”.

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 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 and The Communications 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 managers or individual contributors who make or influence decisions about service quality in areas such as strategy, customer experience, support service, and operations.