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Service Management - Building Service Quality Free Course

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  • Description
  • Outcome
  • Certification
  • The free online course Service Management - Building Service Quality introduces the dimensions of service quality and how to build quality into business services to achieve customer delight.

    The course begins by introducing the dimensions of service quality and the elements of customer satisfaction. You will learn how to classify quality and customer satisfaction under the headings of 'hard', 'soft' and 'outcome' quality. You will learn about the costs of poor service quality and the approaches that need to be taken to recover service reputation. You will also learn about the different tools that can be used to analyze service quality problems.

    The course then introduces the topic of customer loyalty and how to measure it. You will learn about the benefits of implementing a Customer Relationship Management (CRM) system and how to develop an effective CRM strategy to improve service quality. Finally, the course describes the service innovation process and how building quality into services improves their efficiency and effectiveness.

    This course will be of great interest to all professionals working in the area of business services and service management and who would like to learn more about building effective quality practices and procedures into the business services they offer.

  • Having completed this course you will be able to:
    - Describe the dimensions of service quality;
    - Describe the elements of customer satisfaction;
    - Explain the soft and hard measures of service quality;
    - Describe the costs of service quality and approaches to service recovery;
    - Describe how to use different tools to analyze service quality problems;
    - Describe the different types of service guarantees;
    - Describe how to measure customer loyalty;
    - Describe competitive position influences;
    - Explain product service systems;
    - Describe offensive and defensive strategies;
    - Explain how to implement a Customer Relationship Management system;
    - List and explain the steps in service consulting engagement;
    - Describe the service innovation process;
    - Describe strategic service vision and competitive service strategies.

  • All Alison courses are free to study. To successfully complete a course you must score 80% or higher in each course assessments. Upon successful completion of a course, you can choose to make your achievement formal by purchasing an official Alison Diploma, Certificate or PDF.

    Having an official Alison document is a great way to share your success. Plus it’s:

    • Ideal for including in CVs, job applications and portfolios
    • An indication of your ability to learn and achieve high results
    • An incentive to continue to empower yourself through learning
    • A tangible way of supporting the Alison mission to empower people everywhere through education.

Modules List( 3 )
  • SERVICE MANAGEMENT - BUILDING SERVICE QUALITY
  • Service Management - Building Service Quality Course Resource Documents
  • Module 1: Quality Management in Business Services
    • Learning Outcomes
    • Introduction to Service Quality
    • Understanding Customer Satisfaction
    • Measuring Service Quality
    • Service Complaints and Recovery Strategies
    • Understanding Customer Loyalty
    • Developing Loyalty Bonds with Customers
    • Lesson Summary
  • Module 2: Managing Customer Loyalty and Partner Relationships in Service Management
    • Learning Outcomes
    • Strategy Canvas - Service Portfolio Analysis
    • Customer Loyalty Relationship
    • Managing Partner Relationships
    • Global Service Ecosystem - Contemporary Issues
    • Service Ecosystem - Service Innovation
    • Services as Systems: A Holistic Approach
    • Lesson Summary
  • END OF COURSE ASSESSMENT
  • Module 3: Service Management - Building Service Quality Assessment
    • Service Management - Building Service Quality Assessment
Topics List ( 8 )
Module 2: Managing Customer Loyalty and Partner Relationships in Service Management
Learn more about strategies that help manage and develop customer loyalty and partner relationships in service management.
Topics List ( 1 )
Module 3: Service Management - Building Service Quality Assessment
You must score 80% or more to pass this assessment.
Course Features
  • Duration

    3-4 Hours

  • Publisher

    NPTEL

  • Video

    Yes

  • Audio

    Yes

  • Assessment

    Yes

  • Certification

    Yes

  • Price

    Free

  • Reward

    50 Pts

  • Responsive

    No

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