Global Certificate in Modern Service Quality
-- ViewingNowThe Global Certificate in Modern Service Quality is a comprehensive course designed to empower professionals with the latest service quality principles and techniques. In today's customer-centric world, this course is of paramount importance as it helps learners understand the nuances of delivering exceptional service, a key driver for business growth and customer loyalty.
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⢠Service Strategy & Design: Understanding customer needs, designing service blueprints, service design thinking, customer journey mapping.
⢠Service Delivery & Operations: Process design and improvement, capacity management, quality control, service level agreements (SLAs), operational excellence.
⢠Customer Experience Management: Customer satisfaction, loyalty, and retention, voice of the customer (VoC), customer feedback, customer-centric culture.
⢠Employee Engagement & Empowerment: Employee motivation, engagement, and empowerment, service recovery, internal communication, employee training and development.
⢠Service Innovation & Improvement: Continuous improvement, service innovation, idea generation, prototyping, testing, and implementation.
⢠Service Metrics & Analytics: Key performance indicators (KPIs), service scorecards, data analysis, benchmarking, reporting.
⢠Service Technology & Digitalization: Digital transformation, service automation, artificial intelligence (AI), machine learning (ML), Internet of Things (IoT).
⢠Service Governance & Compliance: Risk management, compliance, ethics, regulations, policies, procedures.
⢠Service Marketing & Sales: Service branding, positioning, marketing strategies, customer acquisition, cross-selling, upselling.
Note: The above list of essential units is designed to provide a comprehensive overview of modern service quality and covers various aspects of service management. However, depending on the specific needs and goals of the certification program, the units may be subject to modification or customization.
Disclaimer: The content of this message is intended for informational purposes only and should not be construed as legal, financial, or professional advice.
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