Introduction to Service Management - Revised
CertificationView course modules
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.
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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