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delivery
Classroom & Virtual
duration
2 days
enrolled students
9,999
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overview
Course Overview
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.
Learning Outcomes
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.
Curriculum
Introducing Service Operations Management
Developing and Using The Service Concept
Understanding Customers, Relationships and Managing Expectations
Managing Supply Networks and Supplier Relationships
Designing The Customer Experience and Service Process
Measuring, Controlling and Managing (People & Service Resources)
Driving Continuous Improvement
Learning from Problems & Other Operations
Creating & Implementing The Strategy
Building A World-Class Service Organization.
Introducing Service Operations Management
Developing and Using The Service Concept
Understanding Customers, Relationships and Managing Expectations
Managing Supply Networks and Supplier Relationships
Designing The Customer Experience and Service Process
Measuring, Controlling and Managing (People & Service Resources)
Driving Continuous Improvement
Learning from Problems & Other Operations
Creating & Implementing The Strategy
Building A World-Class Service Organization
who attends
Right For You
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.
Key Program Features
Training
The Improving Service Delivery: Creating Memorable Customer Experience training approach employs hands-on learning, which imparts the skills required for specific job roles.
Internship & Projects
The Improving Service Delivery: Creating Memorable Customer Experience course provides up to 4 months of internship while working on real work projects, which adds expertise and verifiable work references in the resident country.
Career Development
The Improving Service Delivery: Creating Memorable Customer Experience course assists participants in securing a job through the development of a professional profile and job prospecting.
teaching team
Meet Your Facilitator(s)
course schedule
The Schedule For This Course
Piston and Fusion offer the Course as Classroom in Lagos and Virtual Online Class in other states in Nigeria. See dates and fees for classroom and virtual online class.
Classroom
Weekdays
Dates:
19th May – 20th May, 2025
Days:
Mon & Tue
Time:
8:30am – 3:30pm
Duration:
2 days
Weekends
Contact Us
Virtual
Weekdays
Dates:
19th May – 20th May, 2025
Days:
Mon & Tue
Time:
8:30am – 3:30pm
Duration:
2 days
Weekends
Contact Us
FAQs
Frequently Asked Questions
Service Operations encompass all the activities and processes involved in delivering services to customers. These services can range from internal services provided within an organization to external services offered to customers in various sectors such as public sector, healthcare, hospitality, transportation, and more.
Improving Service Delivery is crucial for businesses because it enhances customer satisfaction and loyalty, increases competitiveness, drives revenue growth, strengthens brand reputation, and improves employee morale and engagement.
This course will cover a wide range of topics related to service operations management, including service quality principles and frameworks, service design and delivery processes, customer relationship management (CRM) strategies, service operations management tools and techniques, managing service performance and measuring customer satisfaction, service recovery and complaint handling, technology and innovation in service delivery, analyzing service operations challenges and developing solutions, and case studies of successful service delivery practices from diverse industries.
This course is beneficial for a wide range of professionals, including service managers and supervisors, customer service representatives, operations managers, business owners and entrepreneurs, and anyone involved in the delivery of services to customers.
By attending this course, participants can expect to develop a strong understanding of service operations management principles, learn how to improve service quality and customer satisfaction, enhance their skills in managing service delivery processes, develop effective strategies for addressing customer complaints and resolving service issues, gain valuable insights into best practices in service operations management, improve their ability to lead and motivate service teams, and enhance their career prospects in service-oriented organizations.
