Executive Development Programme in Service Excellence: Excellence in Service Management
-- ViewingNowThe Executive Development Programme in Service Excellence: Excellence in Service Management is a comprehensive certificate course designed to enhance the service management skills of professionals. This programme emphasizes the importance of service excellence in today's competitive business landscape and equips learners with the essential skills to deliver exceptional customer experiences.
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⢠Understanding Service Excellence: This unit will cover the primary keyword "Service Excellence" and its importance in business. It will discuss the role of service excellence in customer satisfaction and loyalty.
⢠Fundamentals of Service Management: This unit will cover the basics of service management, including the service management lifecycle and best practices.
⢠Customer Experience Management: This unit will focus on the customer experience and how to manage it to drive service excellence. It will cover topics such as customer journey mapping and voice of the customer programs.
⢠Service Quality and Metrics: This unit will cover the importance of service quality and how to measure it. It will discuss key service metrics such as net promoter score and customer satisfaction.
⢠Service Recovery and Problem Resolution: This unit will cover how to handle service failures and resolve customer problems. It will discuss best practices for service recovery and how to turn a negative experience into a positive one.
⢠Service Innovation and Design: This unit will cover how to innovate and design new services to meet customer needs. It will discuss service blueprinting and other service design tools.
⢠Service Leadership and Culture: This unit will cover the role of leadership and culture in driving service excellence. It will discuss how to create a service-oriented culture and how to lead a team to deliver excellent service.
⢠Service Improvement and Continuous Learning: This unit will cover the importance of continuous improvement and learning in service excellence. It will discuss how to use customer feedback and data to continuously improve service delivery.
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