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Diploma In Service Management

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Study Mode: Online
Course view: 89508
Enrolled: 22715 students
Duration: Self-Paced Learning
Lectures: 25
Course type: Diploma Course
Certificate of Completion: FREE
Diploma In Service Management

Service is an intangible product that brings utility or value to the customer. Service Management is thus a managerial discipline focused on a customer and a service. Service management is multidisciplinary field which is related to many other management fields.

Service management systems are large modular systems which incorporate all or most aspects of a service-oriented organization. To have a service-management mindset, an organization must understand the level of process maturity that is required to become a service-oriented organization.

According to Techopedia, the service management organization can be the entire organization or a special subset of that organization, the most common of which is the IT organization or department. That is why service management is often associated with IT service management, but the latter is only a subset of the former.

Service management is applicable to any organization such as food, manufacturing and even health care but the core idea remains the same—to provide a central system for planning, development and delivery of services either to the organization itself or to third parties.

At the end of this study, students should be able to:

  • Understand the meaning of services and service management
  • Know the classification and characteristics of services
  • Define service quality and know its dimension
  • Know the definition of Customer Service
  • Understand the components and essentials of customer service
  • Know how to carry out Customer Service Evaluation
  • Understand services pricing
  • Know the various Approaches to Effective Pricing
  • Understand the Contributing factors towards customer satisfaction
  • Have a detailed knowledge on the Impact of Customer Service on Customer Satisfaction.
  • Understand the Reasons Why Customer Satisfaction Is Important.
  • Know the Benefits of customer relationship management.

 

Course Curriculum

SECTION 1: INTRODUCTION TO SERVICE MANAGEMENT

1
What is services?
Self-paced
2
What is Service Management?
Self-paced
3
Classification of Services
Self-paced
4
Characteristics of services
Self-paced
5
Quiz
10 questions

SECTION 2: UNDERSTANDING SERVICE QUALITY

1
Definition of Service Quality
Self-paced
2
Service quality dimensions
Self-paced
3
Gaps in service quality
Self-paced
4
The elements of good service
Self-paced
5
Quiz
10 questions

SECTION 3: UNDERSTANDING CUSTOMER SERVICE

1
What is Customer Service?
Self-paced
2
The nature
Self-paced
3
The essentials of customer service
Self-paced
4
Components of a Customer Service Plan
Self-paced
5
Customer Service Evaluation
Self-paced
6
Quiz
10 questions

SECTION 4: THE CONCEPT OF CUSTOMER SATISFACTION

1
Definition of customer satisfaction
Self-paced
2
Contributing factors towards customer satisfaction
Self-paced
3
The Impact of Customer Service on Customer Satisfaction
Self-paced
4
Reasons Why Customer Satisfaction Is Important
Self-paced
5
Quiz
8 questions

SECTION 5: UNDERSTANDING SERVICE PRICING

1
Definition of Pricing Strategies
Self-paced
2
How to price your service
Self-paced
3
Several pricing strategies
Self-paced
4
Considering Approaches to Effective Pricing
Self-paced
5
Quiz
5 questions

SECTION 6: UNDERSTANDING CUSTOMER RELATIONSHIP MANAGEMENT

1
Definition of Customer relationship management
Self-paced
2
Benefits of customer relationship management
Self-paced
3
Types of Customer relationship management (CRM) solution
Self-paced
4
Conclusion
Self-paced
5
Quiz
5 questions

 

SECTION 1: INTRODUCTION TO SERVICE MANAGEMENT

1
What is services?
Self-paced
2
What is Service Management?
Self-paced
3
Classification of Services
Self-paced
4
Characteristics of services
Self-paced
5
Quiz
10 questions

SECTION 2: UNDERSTANDING SERVICE QUALITY

1
Definition of Service Quality
Self-paced
2
Service quality dimensions
Self-paced
3
Gaps in service quality
Self-paced
4
The elements of good service
Self-paced
5
Quiz
10 questions

SECTION 3: UNDERSTANDING CUSTOMER SERVICE

1
What is Customer Service?
Self-paced
2
The nature
Self-paced
3
The essentials of customer service
Self-paced
4
Components of a Customer Service Plan
Self-paced
5
Customer Service Evaluation
Self-paced
6
Quiz
10 questions

SECTION 4: THE CONCEPT OF CUSTOMER SATISFACTION

1
Definition of customer satisfaction
Self-paced
2
Contributing factors towards customer satisfaction
Self-paced
3
The Impact of Customer Service on Customer Satisfaction
Self-paced
4
Reasons Why Customer Satisfaction Is Important
Self-paced
5
Quiz
8 questions

SECTION 5: UNDERSTANDING SERVICE PRICING

1
Definition of Pricing Strategies
Self-paced
2
How to price your service
Self-paced
3
Several pricing strategies
Self-paced
4
Considering Approaches to Effective Pricing
Self-paced
5
Quiz
5 questions

SECTION 6: UNDERSTANDING CUSTOMER RELATIONSHIP MANAGEMENT

1
Definition of Customer relationship management
Self-paced
2
Benefits of customer relationship management
Self-paced
3
Types of Customer relationship management (CRM) solution
Self-paced
4
Conclusion
Self-paced
5
Quiz
5 questions

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