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Introduction to Service Management

Learn more about business services and customer relationship management.

Free Course
Learn more about business services and customer relationship management.
  • Duration

    3-4 Hours
  • Certification

    Yes
  • Publisher

    NPTEL
  • Accreditation

    CPD

Description

Modules

Outcome

Certification

View course modules

Description

The course Introduction to Service Management introduces the topic of managing business services, how to make business services more effective and efficient, and how to improve customer relationship management.

The course begins by introducing you to the topic of service management and the elements of service management such as how best to serve customers in the modern business environment, what the product service systems are, what the service act comprises of, and how to ensure seamless service to customers both within and outside an organisation. Few services are totally intangible as they often contain elements with tangible properties - these services are said to be intangible-dominant. You will learn how business services are those that market offerings which are intangible-dominant, and the course introduces you to important service dimensions: Intangibility, Heterogeneity, Inseparability and Perishability.

You will also learn about marketing methods and strategies used to overcome intangibility. Finally, you will learn about developing a service blueprint, how to fail proof a service and why services should be redesigned.

This course will be of great interest to all business service professionals and business owners that offer services to customers and who would like to learn more about managing and improving business services.

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