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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

    Yes
  • Certification

    Yes
  • Responsive

    Yes
  • Publisher

    NPTEL

Description

Outcome

Certification

View course modules

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:

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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