Service Provider and Quality Control

Format:

• Video lessons 4h - asynchronous (cost: 187,000 AOA)
• Workshop 16h – Synchronous or in-person (cost: 540,721 AOA)
• Simulation 8h – Synchronous or in-person (cost: 99,820 AOA)

General Objective: Develop high-performance professionals capable of delivering consistent, efficient, and emotionally intelligent service experiences, ensuring operational excellence and crisis control.

Operational Objectives: By the end of the training, the participant will be able to:

• Diagnose and improve professional performance identifying critical points.
• Apply process optimization to reduce operational bottlenecks by at least 20%.
• Manage conflict situations with clients effectively showing de-escalation capability.
• Use principles of customer experience and sensory engineering.
• Execute an individual continuous improvement action plan.

Target Audience: Frontline professionals, Customer Success directors, operational team managers, and leaders.

Course Vision: "If your team fails in service execution, credibility crumbles. Replace intuition with an auditable high-performance system focused on the 8 Quality KPIs to design zero-friction experiences."