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Service Management - Building Service Quality - Revised

Service Management
Free Course
Service quality is an evaluation of how well a delivered service meets the client's expectations. It is an essential process for service business operators, as it enables them to assess the service they provide to their customers. This free Service Management - Building Service Quality online course will help you identify problems in your business, teach you how to assess client satisfaction, and improve the quality of your service.
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  • Duration

    3-4 Hours
  • Assessment

    Yes
  • Certification

    Yes
  • Responsive

    Yes
  • Publisher

    NPTEL

Description

Outcome

Certification

View course modules

Description

This course will first introduce you to service quality and teach you how to achieve customer satisfaction. You will look into the costs and measures of service quality, learn the right approach to service recovery, and study the tools that you can use to analyze and address service quality problems. You will then look into service failure and learn the reasons why customers complain. The course will also discuss the types of service guarantees and customer loyalty, as well as teach you how to target the right customers.

You will then learn the strategies that help manage and develop customer loyalty and partner relationships in service management. The course will discuss competitive position, portfolio analysis, and the objective of CRM systems. You will learn the common reasons for CRM failures and how advanced technologies in service lines drive business transformation. You will then study the steps in service consulting engagement as well as the benefits and risks of outsourcing services.

The goal of every service business is to constantly improve the quality of their services for enhanced customer experiences. This is crucial in the survival and profitability of their organization. This Service Management - Building Service Quality online course will introduce you to the core dimensions of service quality and teach you how to cater to the needs of your customers. So, enroll in the course today, and start building quality into your business services for more customer satisfaction and retention.

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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

Certification

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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