Introduction to Service Management - Revised

Service Management
Free Course
This introductory course to Service Management looks at improving the efficacy business services by focusing on customer relations.
  • Duration

    3-4 Hours
  • Assessment

  • Certification

  • Responsive

  • Publisher





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The course introduces you to the topic of service management. Different aspects such as how best go about serving customers today, what the service act comprises of, what the product service systems are, and how to ensure seamless customer service internally and externally. Not many services are totally intangible, they often contain elements with tangible properties - these services are intangible-dominant.

The course also introduces you to important service dimensions: Perishability, Inseparability, Heterogeneity and Intangibility. You will learn about the different marketing methods and strategies used to overcome intangibility. Finally, you will learn about service blueprints, and their necessity.

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

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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;
  • 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:

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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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