Managing Quality in Customer Service Environments

Overview

🕮 Cross Civil Service

Quality can be defined as a service or product that is considered fit for purpose and satisfies customers’ expectations, needs and future requirements. This topic reminds us of the importance of determining what quality means in the eyes of our customers – and then measuring our performance against those expectations.

This topic is intended to help you improve your team’s customer service by using quality management tools that ensure the best possible customer experience. It is designed for customer-facing staff and managers, although it will also be applicable to anyone looking to enact continuous improvement within their departments.

This course is delivered through a series of concise digital learning activities that introduce the core principles of quality in customer service environments. Learners begin with an engaging animation before moving into two focused tutorials that explore how to achieve, measure, and improve quality using practical frameworks and real‑world examples.

Please refer to the course flyer for a full description of the learning. Visit the open course schedule to see upcoming dates for all available learning.