Customer Relationship Management in Business Services
Learn how to effectively manage customer relationships by building business services that exceed customer satisfaction.
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CertificationView course modules
This course will show you precisely how to manage your customer relationships through effective business services. The course begins by showing you how fluctuating customer demand for a service can be addressed. Here you will learn how businesses can use marketing tools to shape demand patterns for a service in order to maximise customer satisfaction. You will then learn about consumer behaviour and how important elements of service processes such as queuing and waiting lines can be re-designed to greatly improve the customer experience, service productivity, and efficiency.
Next, the course will teach you everything you need to know about The Three-Stage Model of Service Consumption. You will learn how this model allows service managers to set objectives and shape consumer behaviour in a targeted manner. Finally, you will learn about self-service technologies (SSTs) and the co-creation of business services, which are some of the most important methods for involving customers in a business service used today.
Throughout the course, you will be given real world examples of how service organisations around the world achieve excellence in their customer relationships. This will allow you to from the best in a clear, practical, and step-by-step manner. By the end of the course, you will have gained a strong understanding of how the world’s leading businesses manage their customer relationships through excellent business services. So, get started today and in just 4 hours you’ll be ahead of your competitors and have gained a great boost for you career development.Start Course Now
Module 1: Understanding the Challenges of Service
Challenges of Service Management
Understanding Service Uniqueness
The Role of the Consumer in the Services Flow
Understanding Service Consumer Behavior
What is Co-Creation of Services?
The Customer and Co-Creation of Services
Module 2: Delivering Service Excellence
Current Service Map to New Service Design
New Service Development Cycle
Case Study on Service Excellence
Service Excellence - Arvind Eye Hospital
The Role of Culture in Service Excellence
The Role of People in Service Excellence
Module 3: Customer Relationship Management in Business Services Assessment
Having completed this course you will be able to:
- Explain variations in demand relative to capacity;
- Explain different types of waiting lines and how they operate;
- Describe consumer behavior and managing services;
- Describe managing customer perceptions of risk;
- Describe Self-Service Technologies (SSTs) and their use;
- Describe the relationship between the service delivery process and the service system; - Describe how to design a new service process;
- Explain the components of the new service development cycle;
- Explain the role of culture in service excellence.
All Alison courses are free to enrol, study and complete. To successfully complete this Certificate course and become an Alison Graduate, you need to achieve 80% or higher in each course assessment. Once you have completed this Certificate course, you have the option to acquire official Certification, which is a great way to share your achievement with the world. Your Alison Certification is:
Ideal for sharing with potential employers - include it in your CV, professional social media profiles and job applications
An indication of your commitment to continuously learn, upskill and achieve high results
An incentive for you to continue empowering yourself through lifelong learning
Alison offers 3 types of Certification for completed Certificate courses:
Digital Certificate - a downloadable Certificate in PDF format, immediately available to you when you complete your purchase
Certificate - a physical version of your officially branded and security-marked Certificate, posted to you with FREE shipping
Framed Certificate - a physical version of your officially branded and security-marked Certificate in a stylish frame, posted to you with FREE shipping
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Free, Online Customer Relationship Management in Business Services Course
This Course has been revised!
For a more enjoyable learning experience, we recommend that you study the mobile-friendly republished version of this course.Take me to revised course.