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Diploma in Services Management - Revised

Service Management
Free Course
Learn to create business services that go beyond customer satisfaction and achieve customer delight.
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  • Duration

    10-15 Hours
  • Assessment

    Yes
  • Certification

    Yes
  • Responsive

    Yes
  • Publisher

    NPTEL

Description

Outcome

Certification

View course modules

Description

The course introduces you to the topic and the elements of service management such as what the product service systems are, how to ensure seamless service to customers both within and outside an organisation, what the product service systems are, what the service act is comprised of, and how best to serve customers in the modern business environment.

You will learn about how businesses use marketing elements in services to shape demand patterns. You will learn about consumer behaviour and how elements of service processes such as queuing can be re-designed to improve the customer satisfaction. You will learn how to use positioning maps to analyze strategies and how to develop an effective positioning strategy for a service. You will then learn all about branding. You will learn about how key features of a good brand can be applied to a business service. You will examine how to develop and implement a strategic plan and look at the various components of strategic thinking.

The course then introduces you to the different necessaties involved in customer satisfaction. You will learn about the classifications of 'hard', 'soft' and 'outcome' quality. You will learn about the advantages to having a Customer Relationship Management (CRM) system and how to develop an effective strategy to improve the service. Finally, the course explains the service innovation process and looks at how building quality into services improves efficiency.

This course will be of interest to any business service professionals and owners offering services to customers who would like to improve their business services.

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Learning Outcomes

Having completed this course, learners will be able to: 


  • Describe the four categories of services
  • List the 7 P's of service marketing
  • Explain service dimensions: Intangibility, Heterogeneity and Inseparability
  • Describe how to develop service blueprints
  • Identify how to fail proof a service
  • Describe managing customer perceptions of risk
  • Discuss how to design a new service process
  • Explain the components of the new service development cycle
  • Examine the role of culture in service excellence
  • Discuss positioning strategies for services
  • Explain what is meant by brand and branding strategies

Certification

All Alison courses are free to enrol, study and complete. To successfully complete this Diploma course and become an Alison Graduate, you need to achieve 80% or higher in each course assessment. Once you have completed this Diploma 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 to you to continue empowering yourself through lifelong learning

Alison offers 3 types of Certification for completed Diploma courses:

Digital Diploma - a downloadable Diploma in PDF format, immediately available to you when you complete your purchase
Diploma - a physical version of your officially branded and security-marked Diploma that is posted to you (with FREE standard shipping worldwide)
Framed Diploma - a physical version of your officially branded and security-marked Diploma in a stylish frame that is posted to you (with FREE standard shipping worldwide)

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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