Who should attend
This programme is for anyone involved in the delivery and improvement of service performance:
- Managers who seek to develop competitive service strategies
- Managers responsible for service performance
- Consultants who advise on strategy development and service improvement
- Service designers who are engaged in new service development
About the course
Understanding the drivers of service performance is critical for the development of competitive and effective service strategies.
How do we create a work environment which enables employees to go the extra mile for customers? When services do fail, how can we design recovery processes which will ensure customer satisfaction? These are some of the challenges which face service managers in both for-profit and public sector organisations that will be explored during this course.
Driving Service Performance also looks at how service quality and customer satisfaction can be measured in order to drive service improvements, as well as methods of ensuring that complex network of suppliers and customers are effectively managed.
The course provides a range of concepts, frameworks and tools to enable you to develop an understanding of the drivers of service performance so that you are equipped to evaluate and improve the service strategies in your organisation. There is an emphasis on application so that your learning can be applied to develop competitive and effective service strategies.
Develop an understanding of the drivers of service performance and explore ways in which employees and customers can be managed in order to drive service value and financial performance. Explore ways of creating an environment which is conducive to both employee motivation and retention, and customer satisfaction and loyalty. Learn and apply different tools for measuring customer satisfaction with a view to improving service value and customer loyalty. Analyse the structure of service supply networks and learn how to improve the management of supplier relationships. Evaluate your service recovery systems and learn how to better manage complaints and complainants, as well as drive service improvements.
Videos and materials
Because of COVID-19, many providers are cancelling or postponing in-person programs or providing online participation options.
We are happy to help you find a suitable online alternative.