Designing a Service
Gain insights into the service process and the considerations you must make when designing your service.
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CertificationView course modules
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!Start Course Now
Module 1: Developing a Service Design
Developing a Service Design: Learning Outcomes
Designing the Service Process
Developing Service Personnel
Managing Service Delivery Channels
Managing Channel Conflict
Managing Demand and Capacity
Developing a Service Design: Lesson Summary
Module 2: Managing a Service
Managing a Service: Learning Outcomes
Designing the Physical Evidence
Managing Integrated Marketing Communications
Pricing the Service
Managing Service Recovery
Providing Service Guarantees
Managing a Service: Lesson Summary
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.
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 an official Certificate, which is a great way to share your achievement with the world. Your Alison Certificate 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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