Service Management - Building Service Quality - Revised

Service Management
Free Course
Service Management - Building Service Quality introduces some of the service quality dimensions and how to develop quality in business services.
  • Duration

    3-4 Hours
  • Assessment

  • Certification

  • Responsive

  • Publisher





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In this course, you will develop an understanding of what is meant by 'hard', 'soft' and 'outcome' qualities. You will be able to use these terms in classifications. You will investigate the potential costs of poor services and the approaches needed to be taken in order for service reputation recovery. You will also learn to analyze service quality problems using different tools.

The course will then introduce the topic of customer loyalty and how it can be measured. You will examine the benefits of implementing good Customer Relationship Management (CRM) systems and how to develop effective CRM strategies in improving service quality. Finally, the course teaches you about the service innovation process and about how building quality into services improves their efficacy.

This course will be of interest to all anyone working in the area of business services or management and for those looking to learn more about building quality procedures and practices into the services offered.

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Having completed this course, learners 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

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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