Certificate in Service Industry Service Quality Management
-- ViewingNowThe Certificate in Service Industry Service Quality Management is a comprehensive course designed to enhance the skills necessary for delivering exceptional service quality in the service industry. This program emphasizes the importance of understanding customer needs, improving service processes, and managing service quality.
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โข Understanding Service Quality Management: This unit will cover the basics of Service Quality Management and its importance in the service industry. It will also discuss the different concepts and principles related to service quality.
โข Customer Expectations and Perceptions: This unit will focus on understanding customer expectations and perceptions in the service industry. It will also cover how to measure and analyze customer satisfaction.
โข Service Delivery and Process Improvement: This unit will discuss the importance of effective service delivery and process improvement in Service Quality Management. It will cover various tools and techniques for improving service processes.
โข Quality Assurance and Control: This unit will focus on quality assurance and control in the service industry. It will discuss different quality control techniques and how to implement them in service processes.
โข Employee Training and Development: This unit will cover the importance of employee training and development in Service Quality Management. It will discuss various training techniques and how to develop effective training programs.
โข Service Recovery and Complaint Handling: This unit will focus on service recovery and complaint handling in the service industry. It will discuss various strategies for handling customer complaints and how to use them to improve service quality.
โข Service Blueprinting and Design: This unit will cover service blueprinting and design in Service Quality Management. It will discuss how to create effective service blueprints and how to use them to improve service quality.
โข Service Metrics and Analytics: This unit will focus on service metrics and analytics in the service industry. It will discuss various service metrics and how to use analytics to improve service quality.
โข Continuous Improvement in Service Quality Management: This unit will cover the importance of continuous improvement in Service Quality Management. It will discuss various strategies for continuous improvement and how to implement them in the service industry.
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