Introduction to Service Management - Revised
Learn more about business services and customer relationship management with this service management course.
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This course will first introduce you to service management and its main elements. You will study the five broad categories within the non-ownership framework, the four categories of services, and the evolving service markets. You will learn that services dominate most economies and are rapidly growing. The course will discuss the 7 Ps of Service Marketing, the three management functions including operations, marketing, and human resources, and the Consumer Evaluation Processes for Services.
Next, you will study competitive service elements and service quality dimensions. You will look into touch points and service flow as well as study the different approaches for addressing service intangibles, the challenges that intangibility brings, and the different ways to overcome them. The course will then teach you how to develop a blueprint and fail-proofing methods as well as how to set service standards and targets. You will also learn the importance of redesigning services.
Service management is a work tactic that helps a business manage its technology and processes efficiently to deliver great service. Learning these skills can help you properly allocate your resources to achieve the best business outcomes. By taking this course, you will gain these valuable skills and learn how to apply them in practical settings. This will boost your career development immediately. So why wait? Learn something useful, today.
What is Meant by Service Management?
What is Meant by Service Management? - Learning outcomes
What is Service Management?
Evolving Service Markets
The Service Customers
Product Service Systems
The Service Act
Seamless Service Management
What is Meant by Service Management? - Lesson Summary
Service Management Elements
Service Management Elements - Learning outcomes
Service Management Elements
Core versus Supplementary Services
Intangibility of Services
Response to IHIP Challenges
Process and Promotion of Services
Process Issues In Service
Service Management Elements - Lesson Summary
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.
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