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Service Management - Building Service Quality
Learn how to build quality into business services and achieve customer delight.
Description
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.
Modules
Module 1: Quality Management in Business Services
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Learning Outcomes
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Introduction to Service Quality
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Understanding Customer Satisfaction
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Measuring Service Quality
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Service Complaints and Recovery Strategies
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Understanding Customer Loyalty
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Developing Loyalty Bonds with Customers
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Lesson Summary
Module 2: Managing Customer Loyalty and Partner Relationships in Service Management
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Learning Outcomes
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Strategy Canvas - Service Portfolio Analysis
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Customer Loyalty Relationship
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Managing Partner Relationships
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Global Service Ecosystem - Contemporary Issues
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Service Ecosystem - Service Innovation
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Services as Systems: A Holistic Approach
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Lesson Summary
Module 3: Service Management - Building Service Quality Assessment
Learning Outcomes
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.
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 an official Certificate, which is a great way to share your achievement with the world. Your Alison Certificate 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 Certificates 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 Certificates are available to purchase through the Alison Shop. For more information on purchasing Alison Certificates, please visit our FAQs. If you decide not to purchase your Alison Certificate, 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 Certificate pricing, please visit our Pricing Page.
Careers
This Course has been revised!
For a more enjoyable learning experience, we recommend that you study the mobile-friendly republished version of this course.
Take me to revised course.