Service Quality refers to a parameter that decides the superiority or inferiority of service, while Service recovery is an organisation's resolution of a problem from a dissatisfied customer, and converting them into a loyal customer. In this process, the service provider first ensures that standards are set as guideline and determinant of service quality, while responses are put in place in response to service failure. This online course deals with the step-to-step guidelines for improving customer service recovery and service quality.
$9.26
$13.89
1-Year Access
Course Includes:
1 Hour Video Class
Free Certificate of Completion
1 Year Access
Improving Service Recovery & Service Quality
35 students enrolled
16 lectures
Self-paced online
Service Quality refers to a parameter that decides the superiority or inferiority of service, while Service recovery is an organisation's resolution of a problem from a dissatisfied customer, and converting them into a loyal customer. In this process, the service provider first ensures that standards are set as guideline and determinant of service quality, while responses are put in place in response to service failure. This online course deals with the step-to-step guidelines for improving customer service recovery and service quality.
What you will learn
How to Measure Service Quality
Differentiate between Quality Improvement in Service Industry
How to Sustain Service Quality
Service Quality Management
Service Quality Management Process
Strategies for Service Recovery
Relation between Service Quality & Customers
Service Quality Parameters
PDSA Technique for Service Quality
Role of Managers in Service Quality Management
Requirements
This course is suitable for marketers and customer service representatives who are in most case the first point of contact with the customers, and also the service managers, supervisors in the marketing/customer service unit. No special skill is required to take this online course.
Course Description
Service company marketers need to emphasize the quality of their brands over quantity to survive the cut-throat competition. Why would a customer come to you if your competitor is also offering the same service? The difference has to be there in service quality. Your brand needs to be superior for it to stand apart from the rest of the service...
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