2018-09-21 13.18.13


To be the leader in service quality training and education in the Caribbean


Research Based Customer Service and Service Quality Training, Coaching & Consulting

At The ISQM we’ve earned a reputation for providing employers and employees with the insights they need to dominate in today’s hyper-competitive service environment.

The ISQM is a research based service quality training, coaching and consulting company that is the leader in the integration of total quality management and customer service. Based in Trinidad and Tobago, we study and teach the principles of effective business management, human resource management and service quality management. We then take the repeatable and predictable principles, which have proven to create and enable organizational change and excellence, out of the classroom and apply them to real world situations.

When employers and employees base their activities and behaviors upon our proven ISQM Model, the results are always astounding:

  • increased customer loyalty
  • increase customer spend
  • increase repeat purchases
  • generate positive word-of-mouth
  • reduction in customer complaints
  • decrease in costs of rework


The goals of The ISQM are to:

  1. LEAD the cultural shift toward service quality delivery in Trinidad & Tobago and the Caribbean region;
  2. BECOME the training Institute of choice nationally for professional and organizational service quality improvement
  3. EDUCATE by hosting conferences, seminars, workshops and other training sessions to disseminate knowledge on service quality
  4. CERTIFY persons in service quality at the highest level


At The ISQM, we believe that service quality management is a journey and in order for your organization to have a fulfilling journey that exceeds the expectations of your employees and customers, there are a few key items that you should have in your travel bag.

I Innovation is crucial to the continuing success of any business. Your company’s ability to develop new ideas, products, methods to create added value for your customers is the root to your competitive advantage. All your approaches to service quality management must also be integrated into your company’s overall vision and mission. Service quality must be aligned with all your procedures and processes if you are to be successful. Iterative, a fancy word that simply means that service quality management is an on-going process that is sometimes cyclical in nature.

S – The desire to deliver exceptional, memorable service to your customers should be one of the main goals of your company. In order to attain this goal, the appropriate service systems and designs are needed that foster an environment where unique and creative solutions are designed. Your stakeholders, such as your employees, customers, suppliers and intermediaries are critical to your journey as they possess the requisite tools, talent and resources to help you reach your destination.

Q – The word ‘quest’ is suitable to use to describe your company’s pursuit of service quality. A quest speaks of a journey, sometimes long, arduous and challenging, to obtain a goal or a prized item.  But in spite of the setbacks and difficulties faced, the treasure was always well worth the quest.

M – How will you know that your organization is on the right path to success? Well, you measure and monitor the innovative methods that you have implemented in order to determine if you are receiving the results that you anticipated. Also, your customers and stakeholders will tell you how successful you are, if you take the time to ask them.




The ISQM is in the business of developing organizations and professionals for exceptional service delivery.  And at The ISQM we believe that service quality is everyone’s business! As such, our approach is a little different to our competitors in that we do not simply want to train your employees and make them feel good or function right for a short period of time; we want to help you transform your organization to world class service standards. This is possible using the The ISQM Framework that trains everyone within the organization from the top down, recognizing that regardless of which level the employee is operating at (strategic, tactical or operational), everyone has value and everyone has a significant contribution to make towards achieving service quality.

Each level of training is specifically targeted to the roles and functions of employees at the designated level within the organization and topics are designed to address their daily service challenges and needs. The Service Quality Leaders are trained to achieve the service quality vision and mission of the organization. The Service Quality Champions are trained to empower and encourage their charges while facilitating change. The Service Quality Stars are trained to shine brightly in their day to day service encounters with the customers.


Our clients tell us we are unique for a variety of important reasons including:

  • Deep customization
  • Industry specialization
  • Interactive learning
  • Extensive curriculum
  • Traditional and digital delivery modalities
  • Experienced and expert facilitators
  • Results in initiating and sustaining change through the organization
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