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