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Service Management and Complaint Handling
Rating: 4.1 out of 5(505 ratings)
5,926 students

Service Management and Complaint Handling

....turning complaints into gifts
Created byProf Robert Ebo Hinson
Last updated 4/2020
English
English [Auto],

What you'll learn

  • Improving Service Quality and Productivity
  • Managing Customer Relationships and Building Loyalty
  • Complaint Handling and Service Recovery
  • Striving for Service Leadership

Explore related topics

Course content

1 section • 5 lectures • 1h 58m total length

  • Service Management - Episode 118:03

    Explore how service marketing differs due to intangibility, perishability, heterogeneity, and inseparability, and learn to build a strong service brand with a brand book, visual identity, and testimonials.

  • Service Management - Episode 213:26

    Emphasize post-purchase follow-up and customer participation as drivers of co-produced service marketing. Train staff, deploy technology, and enable self-service to reduce variability and enhance the customer experience.

  • Managing Difficult Customers23:30

    Master managing difficult customers with empathy, respect, and consistency, handling angry and non angry patrons by applying the diffuse six golden rules and proactive service recovery.

  • Complaint Handling Service Recovery - Part 145:22

    Identify and resolve complaints expeditiously to recover service and build loyalty. Plan recovery procedures, learn from the recovery experience, and apply moments of truth with procedural, interaction, and outcome justice.

  • Complaint Handling Service Recovery - Party 218:12

    Discover how service guarantees align delivery with customer expectations, define standards, reveal failure costs, and guide recovery while identifying and overcoming potential failure points and managing difficult customers (j customers).

Requirements

  • Be able to read and write English
  • Want to learn more about Service Leadership

Description

Service Excellence Practitioners and Scholars alike have argued that a complaint is a gift. Complaining Customers are usually giving institutions opportunities to rectify bad service situations and do better in the future. This course on Service Management and Complaint Handling is a middle to Senior Level course targeted at Masters level and advanced level undegraduate students working in any area of business. It is also an excellent executive training module for busy executives seeking a refresher course on topics like:

1. Service Management

2. Managing Difficult Customers

3. Complaint Handling and Service Recovery

Every CEO or Institutional Leader should be interested in taking this course to the extent that customer complaints are a constant part of any Institutional enterprise. Complaints that are poorly managed could go a long way to destroy the future profitability of any enterprise.

Who this course is for:

  • Every CEO or Institutional Leader

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