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Introduction to Service Management - Revised

Learn more about business services and customer relationship management with this service management course.

Service Management
Free Course
This free online Introduction to Service Management course will teach you how to make your essential business services more effective and efficient, as well as how to manage and improve customer relationships. Business services are the cornerstone of modern economies, accounting for more than 60% of countries' GDP worldwide. With this course, you will be able to acquire these highly valued skills and boost your professional development.
  • Duration

    3-4 Hours
  • Assessment

    Yes
  • Certification

    Yes
  • Responsive

    Yes
  • Publisher

    NPTEL

Description

Modules

Outcome

Certification

View course modules

Description

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.

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Learning Outcomes

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.

Certification

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
An incentive for you to continue empowering yourself through lifelong learning

Alison offers 3 types of Certification for completed Certificate courses:

Digital Certificate - a downloadable Certificate in PDF format, immediately available to you when you complete your purchase
Certificate - a physical version of your officially branded and security-marked Certificate, posted to you with FREE shipping
Framed Certificate - a physical version of your officially branded and security-marked Certificate in a stylish frame, posted to you with FREE shipping

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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