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Service Management - Building Service Quality

Service Management
Free Course

Learn how to build quality into business services and achieve customer delight.

  • Duration

    3-4 Hours
  • Assessment

    Yes
  • Certification

    Yes
  • Publisher

    NPTEL
Description Outcome Certification View course modules

The 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 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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