Adapter la qualité aux services : spécificités services, satisfaction client, processus immatériels, mesure performance service.

Exceller en qualité dans les environnements de services.

Module 1 : Spécificités services
- Immatérialité
- Hétérogénéité
- Inseparability
- Perishability

Module 2 : Satisfaction client services
- Expectations
- Perceptions
- Moments vérité
- Emotions

Module 3 : Processus services
- Blueprinting
- Process mapping
- Standards
- Flexibility

Module 4 : Mesure performance
- SERVQUAL
- NPS
- Customer effort
- Mystery shopping

Module 5 : Excellence service
- Case studies
- Best practices
- Innovation
- Differentiation

- Service quality
- Customer satisfaction
- Performance measurement
- Excellence service

- Service system designed
- Customer satisfaction measured
- Excellence achieved
- Cases analyzed