Service operations are important. They are the parts of the organization that create and deliver service to customers. The service could be delivered to customers inside an organization, such as staff in other functions, or the service provided by public sector organizations, voluntary organizations, mass transport services, professional services, business-to-business services, retailers, internet services, tourism and hospitality. The Improving Service Delivery course focuses on how to manage and improve the operations in service organizations. The strategies taught during the course can be applied to any type of service business, the course will analyze problems faced by operations managers, and employ the use of case studies from a wide range of businesses globally.

By the end of the course, participants will be able to:

• Identify the key factors that contribute to effective service delivery.

• Develop strategies for improving customer satisfaction.

• Learn how to measure and evaluate service quality.

• Implement methods for continuous improvement in service delivery processes.

• Develop skills for effectively communicating with customers.

• Learn how to handle customer complaints and resolve issues effectively.

Participants enrolling for this programme will be required to have basic computing skills. Participants who meet the programme requirement should pay the course fee and complete the enrollment form 2 weeks before the programme kick off date.

Requirements:

• Experienced individuals who manage service delivery activities in diverse fields

• Working professionals seeking to change career, job or industry to service delivery related field

• Individuals who meets the requirements and intend on starting a career in marketing

• Mid to senior-level executives in any sector

Prospective applicants who do not meet the programme requirement but want to join the programme should talk to a Career Advisor.