This comprehensive one-day course equips teams with the practical tools to distinguish between quality assurance and control, interpret Service Level Agreements, and implement continuous improvement strategies. Participants will move beyond theory to apply real-world frameworks like the PDCA cycle, Gap Analysis, and the 5 Whys to enhance customer satisfaction. The course covers the financial impact of poor quality, the art of giving constructive feedback, and mapping the customer journey to identify critical touchpoints.
What if every customer interaction could become a chance to build trust, not just fix problems?
This one-day course gives your team the practical tools to spot quality gaps before they cost you — financially and reputationally.
You’ll learn how to tell the difference between preventing issues and just catching them, understand SLAs in plain terms, and turn feedback into real improvement.
Map the customer journey, uncover hidden touchpoints, and use simple frameworks to drive lasting change.
Walk away with clear actions to boost satisfaction, justify quality investment, and make every touchpoint count.
Available as an open course, closed group session, or one-to-one coaching — and worth six CPD hours.
To find out more, contact us at lets talk at e q v dot co dot uk.
Counts towards 6 CPD Hours1 Day9:00 - 5:00 for GroupsOpen Public & Closed Group
Please reflect on one or more of the questions below and come prepared to discuss your responses during the session.
Self-Assessment: On a scale of 1–10, how would you rate your current skill level in this subject? What factors influenced your rating?
Development Focus: Identify one specific behaviour, skill, or capability you would like to improve or develop further.
Relevant Examples: If possible, bring one or two relevant examples or scenarios from your experience that you would be willing to share with the group.
What You Will Learn
Identify internal and external customers and map the end-to-end customer journey to find quality touchpoints.
Analyse the financial and reputational Cost of Poor Quality (COPQ) to justify quality investments.
Differentiate clearly between Quality Assurance (preventive) and Quality Control (detective) methods.
Interpret Service Level Agreements (SLAs) and translate complex metrics into actionable team behaviours.
Apply root cause analysis techniques like the 5 Whys to solve systemic quality failures.
Utilise the PDCA cycle to lead structured, team-based quality improvements.
Demonstrate skills in delivering constructive quality feedback and handling resistance.
Evaluate the role of quality standards in driving organisational culture and consistency.
Your Post-Course Challenge
Identify one 'silent gap' in your current service process within the next week.
Apply the '5 Whys' technique to find the root cause of that gap.
Implement one small change to prevent that gap from recurring.
Counts Towards 6 CPD Hours
This course contributes 6 hours of Continuing Professional Development. Delegates can log these hours as evidence of structured learning for professional bodies and employers.
This course is designed for professionals who interact with customers and want to improve service quality through practical, actionable approaches. Whether you're looking to strengthen your team’s consistency or enhance customer satisfaction, it provides the foundational knowledge to make a real difference.
This course is ideal for:
Customer service managers seeking to elevate team performance and reduce complaints
Team leaders responsible for maintaining service standards and driving improvement
Frontline supervisors who need to coach staff on quality behaviours and feedback
Operations coordinators aiming to align daily work with customer expectations
Quality champions looking to embed a culture of continuous improvement
New supervisors preparing to take ownership of service delivery and SLA adherence
No prior experience needed
This course is accessible to individuals at various stages of their career, with no formal quality management background required. It is designed to be inclusive and supportive, meeting learners where they are and building confidence from the ground up.
What you will take away
Delegates will leave with practical skills and increased confidence to assess service quality, identify areas for improvement, and contribute to better customer outcomes. They will be equipped to apply consistent standards, communicate constructively, and support ongoing improvement in their teams.
For Groups & Teams
We can deliver this training session in several ways to suit your organisation’s needs:
Open Public Course
Join delegates from other organisations on a scheduled date
Closed Group
Exclusively for your team, using your real scenarios
In Person
Face-to-face at your premises or a venue of your choice
Virtual
Live, interactive online delivery via Teams or Zoom
One-to-One Coaching
Personalised sessions tailored entirely to you
Have two or more people to train?
You may want to consider a closed group course. Benefits include:
Cost effective for teams
Choose a date to suit you
Customise content and timings
No minimum delegate numbers
Uses your real-world scenarios
Builds shared language in your team
Contact us on [email protected] to discuss specific dates and delivery requirements.
How Our Tutor-Led Courses Are Delivered
Before the day
Delegates are given pre-work to complete before attending. This ensures everyone arrives with relevant context and real scenarios from their own experience, so learning is immediately relevant and actionable from the first minute.
On the day
Our sessions are participative and highly interactive. We don’t do “death by PowerPoint” — instead, the day includes a variety of engaging activities throughout:
Real-world casework using your scenarios
Practical hands-on exercises
Real Play (not role play) simulations
Peer learning and group discussion
Case studies and scenario work
Facilitated discussion and structured reflection
What you leave with
Participants leave with:
Practical tools — frameworks and models you can use straight away
Clear action plans — specific next steps tailored to your role
Greater confidence — built through intensive, realistic practice
Skills you can apply immediately — not theory, but techniques tested during the day
After the day
Post-session measurements and a 30-day challenge ensure that learning is embedded and behaviour change is sustained.
Key Features
Course Duration is 1 Day
Engaging tutor led event
Comprehensive course materials
Certificates of attendance
Access to Customer Portal (course bookers)
Course Guarantee
Priced per delegate per day for open public course
£449.00 Plus VAT
Can’t see a suitable date? Please request a date here
Payment available via all major credit cards or Invoice. All options available during the online booking process.
