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Customer Relationship Management in Business Services - Revised

Service Management
Free Course
This Customer Relationship Management in Business Services course focuses on how businesses achieve high standards in customer relationships.
  • Duration

    3-4 Hours
  • Assessment

    Yes
  • Certification

    Yes
  • Responsive

    Yes
  • Publisher

    NPTEL

Description

Outcome

Certification

View course modules

This course begins by introducing you to fluctuating customer demands for services which can be addressed in managing capacity within the service processes. You will then learn about how marketing elements in businesses can shape the different demand patterns. You will learn about consumer behaviour, and about how important parts of service processes such as waiting lines can be re-designed to improve customer experience.

You will also learn about how the Three-Stage Model of Service Consumption allows managers to set objectives and to shape consumer behaviour in a deliberate way. Finally, you will learn about the co-creation of business services and about self-service technologies (SSTs) and how methods such as these can be the ultimate form of customer involvement in a service when used properly.

The course uses real-world examples to demonstrate how service businesses and organisations achieve high standards in their customer relationships globally. This course will be of interest to anyone working in service businesses and management and for those who would like to learn more about creating business services that achieve customer satisfaction.

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Having completed this course, learners will be able to:


  • Explain variations in demand relative to capacity.
  • Explain different types of waiting lines and how they operate.
  • Describe consumer behaviour and managing services.
  • Describe managing customer perceptions of risk.
  • Describe Self-Service Technologies (SSTs) and their use.
  • 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

All Certification is available to purchase through the Alison Shop. For more information on purchasing Alison Certification, please visit our faqs. If you decide not to purchase your Alison Certification, you can still demonstrate your achievement by sharing your Learner Record or Learner Achievement Verification, both of which are accessible from your Dashboard. For more details on our Certification pricing, please visit our Pricing Page.

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