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      Service Management - Building Service Quality

      Service Management - Building Service Quality

      Enrolled3-4 Hours (Contains Video)
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      1. Service Management - Building Service Quality
      • Beginner Level

      Service Management - Building Service Quality

      Learn how to build quality into business services and achieve customer satisfaction with this service quality course.

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      Service Management - Building Service Quality
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      Learning Outcomes

      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

      Knowledge & skills you will learn

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