Program Overview

5-7 hrs /week

Learning Efforts

0

Credits

January 2019

Batch Begins

Online

Mode Of Learning

2 Months

Duration

30 Nov 2018

Last day to Apply


ABOUT THE COURSE
 
This course has been developed to provide young adults—the future leaders, managers, employees, and customers of businesses organizations—with a meaningful appreciation of the dynamics of the services business context, to become effective participants and contributors to the burgeoning service economy, domestically and globally.
 
Course Description: Service organizations are faced with many challenges in today’s competitive business climate. Yet, despite widespread recognition that high quality service and long term relationships are key competitive advantages; relatively few firms are able to consistently deliver satisfying service and build meaningful relationships with their customers, clients and colleagues. This service course would provide participants with a fundamental understanding of services, service quality provision and relationship marketing.
 
Target Group: Students willing to understand dynamics of the services business, with higher education as minimum qualification can take this course. 
 
Future Scope – This course has been developed to provide young adults—the future leaders, managers, employees, and customers of businesses organizations—with a meaningful appreciation of the dynamics of the services business context, to become effective participants and contributors to the burgeoning service economy, domestically and globally.
 
Course Objective
 
Following are the course objectives:
  • Explain the unique challenges of services economy.
  • Describe the process service consumer follows for decision-making purposes.
  • Design service processes after identifying key elements of service product.
  • Identify service quality tools and practices and the deliberation in handling complaints.
  • Construct customer experience through physical and technological environment.
  • Integrate course concepts into individual performance to become better customer service representatives in the service environment.
DURATION OF THE COURSE: 6 weeks, 2.5 hours of video lectures every week, 1 hour of live webinar in addition to around 12 to 15 pages of study learning material. The forum and evaluation will constitute additional working load. 
 
Hours: 40 hours course – 17 hours pre-recorded video lectures, 18 hours of extensive study learning material and 6 hours of live webinars (minimum 20 participants are recommended for live webinars). The live webinar with the Professor include real-time training on content, forum discussions, Projects and Case discussions. The study learning material is research based content with practice exercises at the end of each unit. 
 
COURSE OUTLINE
 
Following topics are incorporated in this course:
  1. Introduction to course/ the service economy 
  2. Service consumer decision-making processes 
  3. Key elements of the service product 
  4. Designing service processes 
  5. Managing service demand and supply 
  6. Service quality: Tools & practices 
  7. Dealing with complaints and service failure 
  8. Employee management and service delivery 
  9. Strategies to promote services 
  10. Loyalty building strategies 
  11. Shaping customer experience through the physical environment 
  12. Customer experience and technology use 

Assessment Pattern: The assessment pattern serves as the qualifying examination and includes evaluation based on the understanding of modules in the curriculum.

The assessment component may include multiple choice questions, case study, project report, subjective examination.
 

MARKS (%)

GRADE

DESCRIPTION

90 and above

A+

OUTSTANDING

80-89

A

EXCELLENT

70-79

B+

VERY GOOD

60-69

B

GOOD

50-59

C

AVERAGE

40-49

D

SATISFACTORY

Students qualifying with grades as above will be awarded the Certificate.

 

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