Diploma in Services Management

Alison
Online

Free

Important information

  • Course
  • Online
  • When:
    Flexible
Description

The free online course Diploma in Services Management introduces the topic of managing business services, how to make business services more effective and efficient, how businesses can achieve excellence in customer relationships by designing and developing effective and efficient service processes for their customers. The course begins by introducing you to the topic of service management and the elements of service management such as how best to serve customers in the modern business environment, what the product service systems are, what the service act comprises of, and how to ensure seamless service to customers both within and outside an organisation. You will then learn how businesses can use marketing elements to shape demand patterns for a service. You will learn about consumer behaviour and how important elements of service processes such as queuing and waiting lines can be re-designed to greatly improve customer experience and also increase service productivity and efficiency. You will learn how to develop an effective positioning strategy for a business service and how to use positioning maps to analyze competitive strategy. You will then learn about branding and what is meant by a 'brand'. You will learn about the key features of a successful brand and how they can be applied to a business service. You will examine the various components of strategic thinking and how to develop and implement a strategic plan. The course then introduces you to 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 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...

Important information
Venues

Where and when

Starts Location
Flexible
Online

What you'll learn on the course

Management
IT
IT Management
Customer
Services Management

Course programme

Module Title Module 1: What is Meant by Service? Module 2: Service Management Elements Module 3: Understanding the Challenges of Service Module 4: Delivering Service Excellence Module 5: Diploma in Services Management - First Assessment Module 6: Position and Branding Services Module 7: Understanding Service Pricing Module 8: Quality in Service Management Module 9: Managing Customer Loyalty and Partner Relationships in Service Management Module 10: Diploma in Services Management - Second Assessment Module 11: Diploma in Services Management - Final Assessment

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ALISON’s Diploma Courses category includes diploma-level courses in a variety of professional subjects, such as project management, business management and entrepreneurship, HR, web design, psychology, customer service, programming, social media marketing, children’s studies, nursing and patient care, social work, IT management, statistics, mental health, Six Sigma, teaching skills for educators, carpentry, supply chain management, international tourism, and PE. These diploma-level courses will give the learner a comprehensive understanding of the subject. Upon successful graduation, the student will have gained valuable skills and training that will greatly enhance employability and career prospects. The category also includes an innovative work-force re-entry skills advanced diploma that will be of interest to anyone re-entering the workforce after an extended absence.