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Designing a Service

Gain insights into the service process and the considerations you must make when designing your service.

Marketing
Free Course
Service-oriented industries face the challenge of dealing with customer satisfaction, or dissatisfaction, every day. This course will introduce you to the service process and teach you the importance of developing your service personnel and educating your customers. It will also help you look at designing the physical aspects of your service before moving onto the management of integrated marketing communications.
  • Duration

    4-6 Hours
  • Assessment

    Yes
  • Certification

    Yes
  • Responsive

    Yes
  • Publisher

    NPTEL

Description

Outcome

Certification

View course modules

Description

This course will first introduce you to the service blueprint, which is designed to give you an indication of the roles that employees, customers, and collaborators have to play. You will then examine the processes played out by service personnel, which may be further supported by processes that are often driven by computers. Very importantly, the course will then guide you through the roles of customer expectations and their orientations.

You will then look into human resource policies for service personnel as well as customer participation and collaboration strategies that will help you structure your service design. The course will teach you the different aspects of the servicescape and the roles played by the physical environment. You will study coordinated and integrated marketing communications (IMC), the 6 Ms model, and price setting. Finally, you will look into true economic value (TEV), customer lifetime value (CLV), and the four consumer rights.

Setting up a successful service requires preparation, knowledge, and training. This online Designing a Service course will help business entrepreneurs understand the service design of their organization and make the necessary modifications. The knowledge taught in this course will also be valuable to service managers and staff to ensure that they also have a first-hand understanding of the industry they work in. So, start the course now and learn how to design a top quality service in no time!

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Learning Outcomes

Having completed this course you will be able to:


  • Describe how to design a service blueprint.
  • List human resource policies for service personnel.
  • Describe the important considerations for service delivery.
  • Describe how to manage channel conflicts.
  • Discuss ways to manage a difference between demand and capacity.
  • Describe how the physical environment can affect both customers and employees.
  • Describe how to communicate using a marketing communication mix.
  • Discuss service recovery in relation to service management.
  • List the important aspects of an unconditional service guarantee.

Certification

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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