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Introduction to Service Management

Service Management
Free Course

Learn more about business services and customer relationship management.

  • Duration

    3-4 Hours
  • Assessment

    Yes
  • Certification

    Yes
  • Publisher

    NPTEL
Description Outcome Certification View course modules

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.

Having completed this course learners will be able to: - Explain what a service is; - Describe the four categories of services; - List the 7 Ps of service marketing; - Explain service dimensions: Intangibility, Heterogeneity, Inseparability and Perishability; - Describe touch points and service flow; - Describe marketing methods to overcome intangibility; - Describe how to develop service blueprints; - Describe how to fail proof a service; - Explain why services should be redesigned.

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
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Alison offers 3 types of Certification for completed Certificate courses:

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