Driving Service Performance

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.