Advanced Certificate in Service Operations Service Excellence
-- ViewingNowThe Advanced Certificate in Service Operations Service Excellence is a comprehensive course designed to empower professionals with the skills necessary to thrive in the modern service industry. This certificate course emphasizes the importance of delivering exceptional customer service, streamlining service operations, and utilizing data-driven decision-making to drive business success.
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⢠Advanced Service Strategy: Understanding and developing a service strategy that aligns with business goals, focusing on customer needs and expectations.
⢠Service Design: Designing services that are efficient, effective, and deliver a positive customer experience, including service blueprinting and journey mapping.
⢠Service Delivery: Implementing and managing service operations, including resource planning, process optimization, and quality management.
⢠Service Metrics and Analytics: Measuring and analyzing service performance using key performance indicators (KPIs) and service level agreements (SLAs).
⢠Customer Experience Management: Managing the end-to-end customer experience, including feedback management, complaint handling, and service recovery.
⢠Continuous Improvement: Implementing a culture of continuous improvement, including root cause analysis, process improvement, and innovation.
⢠Change Management: Managing change in service operations, including stakeholder engagement, communication, and resistance management.
⢠Technology in Service Operations: Leveraging technology to improve service operations, including automation, artificial intelligence, and data analytics.
⢠Service Operations Leadership: Developing leadership skills for managing service operations teams, including team building, communication, and motivation.
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