Postgraduate Certificate in Customer-Centric Service Resilience
-- ViewingNowThe Postgraduate Certificate in Customer-Centric Service Resilience is a crucial course designed to equip learners with the skills necessary to thrive in today's customer-focused business environment. This certificate course emphasizes the importance of building service resilience, understanding customer needs, and delivering exceptional customer experiences.
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โข Customer-Centric Service Design: Understanding the needs and wants of customers, and creating services that cater to those needs. This unit will cover topics such as customer journey mapping, service blueprinting, and prototyping.
โข Service Failure and Recovery: Understanding the causes of service failures, how to prevent them, and how to recover from them when they do occur. This unit will cover topics such as root cause analysis, service recovery strategies, and customer recovery communication.
โข Resilience and Adaptability in Service Delivery: Building resilience and adaptability into service delivery to ensure that services can continue to be delivered even in the face of disruptions. This unit will cover topics such as contingency planning, service continuity management, and change management.
โข Customer Experience Management: Measuring and managing the customer experience to ensure that it meets or exceeds customer expectations. This unit will cover topics such as customer satisfaction surveys, net promoter score (NPS), and customer experience metrics.
โข Continuous Improvement in Service Delivery: Continuously improving service delivery through the use of data and feedback. This unit will cover topics such as continuous improvement methodologies, customer feedback analysis, and data-driven decision making.
โข Service Innovation: Creating new and innovative services that meet the changing needs of customers. This unit will cover topics such as service design thinking, service prototyping, and service experimentation.
โข Employee Engagement and Empowerment: Engaging and empowering employees to deliver excellent customer service. This unit will cover topics such as employee motivation, empowerment strategies, and service leadership.
โข Service Culture: Building a service culture that puts the customer at the center of everything the organization does. This unit will cover topics such as service vision, service values, and service rituals.
โข Digital Transformation in Service Delivery: Leveraging digital technology to improve service delivery and customer experience. This unit will cover topics such as digital service design, service automation, and artificial intelligence in service.
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