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

  • Certification

  • Responsive

  • Publisher





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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

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