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Module 1: Striving for Service Excellence

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Striving for Service Excellence - Learning Outcomes

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After Completing this module you will be able to

Explain the relationships between service quality, productivity and profitability
Describe how to use GAP models for diagnosing and addressing service quality problems
Explore the tools used to analyse customer feedback and service quality problems
Differentiate productivity, efficiency and effectiveness
Identify the key methods to improve service productivity
Discuss the implications of service-profit chain for service management
Explain the four levels of service performances
State the essential requirements for moving towards high level performance