Track
Service Management
Duration
30 hours
Skill Level
Beginner
Language
English
About this Course
Understand how to align customer expectations with service delivery for better satisfaction.
Learning Mode: Learn at ALC or at Home
Detailed Course Curriculum
Hands-on module breakdown aligned with MKCL production standards and industry requirements.
- Expectation in Daily Life
- Service Expectations
- Definition of Customer Expectation
- Levels of Service Expectation
- Service Expectations in Today’s World
- IT industry – in businesses
- Definition of Zone of Tolerance
- Desired Service vs Adequate Service
- Zone of Tolerance Continued
- Components of Zone of Tolerance
- Desired Service
- Adequate Service
- Levels of Customer Expectations
- Sources of Desired Service Expectations
- Derived Service Expectations
- Sources of Adequate Service Expectations
- Factors Influencing Adequate Service Expectations
- Definition of Predicted Service
- Definition of Explicit Service Promise
- Explicit Service Promise
- Implicit Service Promise
- Word of Mouth Communication
- Definition of Word-of-Mouth Communication
- Ways of Word-of-Mouth Communication
- Sources of Word-of-Mouth Communication- Experts
- Sources of Word-of-Mouth Communication- Online
- Sources of Word-of-Mouth Communication- Celebrity Endorsements
- Importance of Word-of-Mouth Communication
- Importance of Past Experience
- Tackling Unrealistic Customer Service Expectations
- Understanding Customer Delight: Spotify Example
- Relation between Customer Delight and Customer Loyalty
- Dos and Don’ts in Hospitality Industry
- Exceeding Customer Service Expectation
- Ways to Exceed Customer Service Expectation
- Escalation of Customer Service Expectation
- Staying Ahead of Competition in Customer Service
- Uber vs Taxi
- Automobile Industry Do’s and Don’ts
- Customer Perception of Quality and Customer Satisfaction
- Transactions vs Cumulative Perceptions
- Definition of Customer Perception
- Importance of Customer Perception
- Factors Influencing Customer Perception
- Measuring Customer Perception
- Ways to Improve Customer Perception Look Inward
- Understanding Customer Satisfaction
- Definition of customer satisfaction
- Importance of Customer Satisfaction
- Achieving Customer Satisfaction
- Improving Customer Satisfaction
- Measuring Customer Satisfaction
- Definition of CX Metrics
- Metrics Used to Measure Customer Satisfaction
- Definition of Service Quality
- Service Quality Continued
- Meaning of Service Quality
- SERVQUAL
- Gaps Model of Service Quality
- Jeffrey E. Gaps Model
- Service Quality - Concepts
- Service Quality - Characteristics
- Service Quality – Objectives
- Methods to monitor service quality - Conducting Customer Surveys
- Methods to monitor service quality - Constantly Monitoring Customer Feedback
- Methods to monitor service quality - Reviewing Service Blueprints, Problem-Tracking System
- Improving service quality
- Five Dimensions of Service Quality
- Importance of Each Dimension of Service Quality
- Five Dimensions of Service Quality Continued
- Reliability, Responsiveness, Assurance, Empathy, Tangibility
- Case Study: The SERVQUAL Approach for State Bank of India
- Important Attributes of Service Quality
- Management of Service Quality-1. Differentiate Waiting Customers:
- Management of Service Quality-2. Make Waiting Fun, or At least Tolerable:
- Strategies that Enhance Service Quality
- Definition of E Service Quality
- Various Strategies for E services
- Introduction to ESQUAL
- Definition of E-SQUAL
- Dimensions of Core Service
- Dimensions of Service Recovery
- Definition of Customer Effort
- Measuring Service Quality
- Measuring customer Effort
- Type of Measuring customer Effort
- Definition of Customer Effort Score
- What is CES
- Types of CES surveys
- Process to Reduce Customer Effort
- Understanding Service Encounters
- Definition of Service Encounters
- Co-relation between Customer Satisfaction and Market Share
- Co-relation between Customer Satisfaction and Market Share - 2
- Business Priorities
- Advertising Do’s and Don’t
- End to End Customer Experience
- Definition of End-to-End Customer Experience
- Factors Affecting Service Encounters- Service Organisation
- Factors Affecting Service Encounters- Contact Personnel
- Factors Affecting Service Encounters- Customer
- Moments of Magic and Moments of Misery
- Self-Reinforcing Relationship with Moments of Truth
- Banking Industry Do’s and don’ts
- Four-level pyramid of customers
- Importance of a First Impression
- Importance of Encounter Cascade
- Definition of Encounter Cascade
- Importance of technology-based encounters
- Critical Encounters
- Momentous Encounters
- Remote Encounters
- Technology-mediated Encounters
- Face to Face Encounters
- Understanding The Sources of Pleasure and Displeasure in Service Encounters
- Dos and Don’ts in a Service Delivery System Failure
- Adaptability
- Dos and Don’ts as a Response to Customer Needs and Requirements
- Understanding Spontaneity
- Dos and Don’ts in Spontaneity
- Coping
- Dos and Don’ts in Coping
- Technology Based Service Encounters
- IRTCT
- Types of Customers when it comes to adopting technology services.
- Background
- Service Touch Points and Guidelines
- Building and Maintaining Customer Relationships
- Service Recovery
- Service Guarantees
- Service Delivery
- Service Experience and Expectations
- Story 1: Frontier Airlines
- Story 2: Mc Donald’s
- Face Service Recovery
- Story 3: Norwegian Sun
- Story 4: Amazon
- Story 5: Car Service Centre
- Story 6: MoviePass
- About Sephora
- About Nike
Eligibility Criteria
• Basic knowledge of computers and keen desire to build skills in this field.
• Open to students, job seekers, and working professionals.
• Open to students, job seekers, and working professionals.
Official Certification
• Official MKCL KLiC Certificate upon successful completion of the course and evaluations.
Work-Centric Learning Approach
• Step 1: Learners are given an overview of the course and its connection to life and work
• Step 2: Learners are exposed to the specific tool(s) used in the course through the various real-life applications of the tool(s).
• Step 3: Learners are acquainted with the careers and the hierarchy of roles they can perform at workplaces after attaining increasing levels of mastery over the tool(s).
• Step 4: Learners are acquainted with the architecture of the tool or tool map so as to appreciate various parts of the tool, their functions, utility and inter-relations.
• Step 5: Learners are exposed to simple application development methodology by using the tool at the beginner’s level.
• Step 6: Learners perform the differential skills related to the use of the tool to improve the given ready-made industry-standard outputs.
• Step 7: Learners are engaged in appreciation of real-life case studies developed by the experts.
• Step 8: Learners are encouraged to proceed from appreciation to imitation of the experts.
• Step 9: After the imitation experience, they are required to improve the expert’s outputs so that they proceed from mere imitation to emulation.
• Step 10: Emulation is taken a level further from working with differential skills towards the visualization and creation of a complete output according to the requirements provided. (Long Assignments)
• Step 11: Understanding the requirements, communicating one’s own thoughts and presenting are important skills required in facing an interview for securing a work order/job. For instilling these skills, learners are presented with various subject-specific technical as well as HR-oriented questions and encouraged to answer them.
• Step 12: Finally, they develop the integral skills involving optimal methods and best practices to produce useful outputs right from scratch, publish them in their ePortfolio and thereby proceed from emulation to self-expression, from self-expression to self-confidence and from self-confidence to self-reliance and self-esteem!
• Step 2: Learners are exposed to the specific tool(s) used in the course through the various real-life applications of the tool(s).
• Step 3: Learners are acquainted with the careers and the hierarchy of roles they can perform at workplaces after attaining increasing levels of mastery over the tool(s).
• Step 4: Learners are acquainted with the architecture of the tool or tool map so as to appreciate various parts of the tool, their functions, utility and inter-relations.
• Step 5: Learners are exposed to simple application development methodology by using the tool at the beginner’s level.
• Step 6: Learners perform the differential skills related to the use of the tool to improve the given ready-made industry-standard outputs.
• Step 7: Learners are engaged in appreciation of real-life case studies developed by the experts.
• Step 8: Learners are encouraged to proceed from appreciation to imitation of the experts.
• Step 9: After the imitation experience, they are required to improve the expert’s outputs so that they proceed from mere imitation to emulation.
• Step 10: Emulation is taken a level further from working with differential skills towards the visualization and creation of a complete output according to the requirements provided. (Long Assignments)
• Step 11: Understanding the requirements, communicating one’s own thoughts and presenting are important skills required in facing an interview for securing a work order/job. For instilling these skills, learners are presented with various subject-specific technical as well as HR-oriented questions and encouraged to answer them.
• Step 12: Finally, they develop the integral skills involving optimal methods and best practices to produce useful outputs right from scratch, publish them in their ePortfolio and thereby proceed from emulation to self-expression, from self-expression to self-confidence and from self-confidence to self-reliance and self-esteem!
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