Customer Satisfaction & Service Quality: Practical Workshop
Quality & ISO Management
Course overview
Customer Satisfaction & Service Quality: Practical Workshop is a hands-on workshop built around exercises and real site problems in Customer Satisfaction & Service Quality. It covers the principles, the requirements of ISO 9001, ISO 19011, ISO 31000 and ASQ bodies of knowledge, and the practical methods used on site, with case studies from operations in the Gulf, Africa and worldwide. Available online, in the classroom in 60 cities, or in-house.
What participants will be able to do
- Explain the principles, terminology and scope of Customer Satisfaction & Service Quality
- Apply the relevant requirements of ISO 9001, ISO 19011, ISO 31000 and ASQ bodies of knowledge
- Use practical tools, checklists and calculations with confidence
- Recognise common problems, risks and root causes and choose the right corrective action
- Prepare an improvement plan for their own site or organisation
Who should attend
Designed for quality managers, auditors, engineers and process owners who want practice rather than theory.
Course outline (5 days)
- Day 1: Workshop briefing and baselineParticipants bring a real problem from their own site
- Day 2: Guided practice 1Hands-on exercises using templates, checklists and calculators
- Day 3: Guided practice 2Simulations and role-play based on Customer Satisfaction & Service Quality scenarios
- Day 4: Field cases from the Gulf and AfricaAnalysing what went wrong and what worked
- Day 5: Action plan and peer reviewEach participant leaves with a reviewed improvement plan
What the 10-day edition adds
- Day 6: Applied project, part 1Apply the week-one methods to a case from your organisation
- Day 7: Data and digital toolsSoftware, spreadsheets and digital tools used in practice
- Day 8: Lessons from incidents and auditsWhat investigations and audit findings teach
- Day 9: Applied project, part 2Complete, test and refine your solution
- Day 10: Presentations and final assessmentPresent to the group and complete the final assessment
Training method and certificate
Interactive sessions, practical exercises, case studies and pre- and post-course assessments. Participants receive a Qimma Global Training certificate of completion stating the training hours (30 hours for 5 days, 60 hours for 10 days). Delivered in English or Arabic.
Dates 2027–2030
None of these dates work? We run this course for your team on the date and in the place you choose.
| Dates | City | Duration | Fee | |
|---|---|---|---|---|
| 8–12 Mar 2027 | Stockholm Classroom | 5 days | $5,500 | Register |
| 22 Mar – 2 Apr 2027 | Prague Classroom | 10 days | $9,900 | Register |
| 5–9 Apr 2027 | Kuala Lumpur Classroom | 5 days | $5,500 | Register |
| 9–20 Aug 2027 | Sharjah Classroom | 10 days | $9,900 | Register |
| 25–29 Oct 2027 | Online (live) Online (live) | 5 days | $3,000 | Register |
| 10–14 Jan 2028 | Brussels Classroom | 5 days | $5,500 | Register |
| 23 Jan – 3 Feb 2028 | Doha Classroom | 10 days | $9,900 | Register |
| 3–7 Jul 2028 | Milan Classroom | 5 days | $5,500 | Register |
| 10–21 Jul 2028 | Tunis Classroom | 10 days | $9,900 | Register |
| 28 Aug – 1 Sep 2028 | Online (live) Online (live) | 5 days | $3,000 | Register |
| 19–23 Feb 2029 | Nairobi Classroom | 5 days | $5,500 | Register |
| 5–16 Mar 2029 | Tunis Classroom | 10 days | $9,900 | Register |
| 30 Apr – 4 May 2029 | Berlin Classroom | 5 days | $5,500 | Register |
| 4–15 Jun 2029 | Toronto Classroom | 10 days | $9,900 | Register |
| 6–10 Aug 2029 | Online (live) Online (live) | 5 days | $3,000 | Register |
| 28 Jan – 1 Feb 2030 | Istanbul Classroom | 5 days | $5,500 | Register |
| 3–14 Mar 2030 | Al Khobar Classroom | 10 days | $9,900 | Register |
| 15–19 Apr 2030 | Rome Classroom | 5 days | $5,500 | Register |
| 15–26 Jul 2030 | Toronto Classroom | 10 days | $9,900 | Register |
| 19–23 Aug 2030 | Online (live) Online (live) | 5 days | $3,000 | Register |