Improving Service Recovery & Service Quality
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 onlineService 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...
$9.26
$13.89
1-Year Access
Course Includes:
- 1 Hour Video Class
- Free Certificate of Completion
- 1 Year Access
Course Content
- Introduction-to-Improving-Service-recovering-and-Service-QualityPreview5 Mins
- Explain What is meant by Service Quality1 Mins
- Differentiate between Quality Improvement in Service Industry3 Mins
- Explain How to Measure Service Quality1 Mins
- Explain How to Sustain Service Quality4 Mins
- Explain What is meant by Service Quality Management3 Mins
- Describe the Service Quality Management Process2 Mins
- Explain Strategies for Service Recovery1 Mins
- Explain Relation between Service Quality & Customers3 Mins
- List the Service Quality Parameters8 Mins
- Explain Types of Service Quality4 Mins
- Explain The PDSA Technique for Service Quality2 Mins
- Explain Steps of the PDSA Technique5 Mins
- Explain Role of Managers in Service Quality Management3 Mins
- Explain Role of Customers in Service Quality Management8 Mins
- List the Benefits of Improved Service Quality8 Mins
About the Instructor
4.5 Stars Rating
1449 Students
129 CoursesManagementStudyGuide is an educational portal launched in 2008 with the vision of providing students and corporate workforces worldwide with access to rich, easy to understand, frequently updated instruction on many management related topics. Management Study Guide is ISO 9001:2015 Certified Education Provider. Learning at MSG is highly practical and directed towards the needs of the industry. MSG’s instructional content...
$9.26
$13.89