Training Objective:
To get acquainted with –
-
- Differentiating factors of services and goods
- Factors determining service quality and its measuring instrument
- The concept of service gaps and Customer satisfaction, dissatisfaction and delight
- A practical approach to determining service quality and satisfaction levels
- The loopholes in service delivery actually cause service gaps.
Course Content –
Lesson 1 – Services based on the classification
- Consumer service marketing
- Target Market
- Type of Industry
- Skill Level of service Provider
- Labour Intensive
- Skill level of service provider (based on level of involvement
- Marketing of industrial goods services
Lesson 2 – Service Phrases
Lesson 3 – Importance of Service Customer Skills
Lesson 4 – Customer Service Skills
Lesson 5 – Research Paper Analysis
- Towards an Integrated Model of Customer Service Skills & Customer Loyalty (The Mediating Role of Customer Satisfaction)
- Target Audience: This course is advocated for –
- Fresh graduates or undergraduates who are still in the phase of figuring out which service sector to opt for their professional career
- The ones who are working in customer service departments and wish to excel
- The ones who want to acquire customer service skills
- Anyone looking to know more about how service industries.
- Training Methodologies –
- PowerPoint Presentation, with Audio & Video
- Demonstrations and explanations with real-life examples and sharing of experiences
- Language of delivery: English & Hindi
- Duration of Course: 45 Minutes
- Evaluation of Training: Quiz
1
PART 1
2
PART 2
3
PART 3
4
FINAL QUIZ
Overview of service course will give you an idea about the service industry classification which will let you understand where do you fit in better. This course also talks about the most commonly used service phrases and its intended meanings. It also highlights the reasons behind recruiters looking for customer service skills in candidates or the industries efforts in training the employees to serve better by enhancing their customer service skills.
This course is important as it will show how customer service skills & customer loyalty are integrated with the mediating role of customer satisfaction with the help of research paper analysis.
Contents of the presentation are:
Lesson 1 - Services based on classification
• Consumer service marketing
• Target Market
• Type of Industry
• Skill Level of service Provider
• Labour Intensive
• Skill level of service provider (based on level of involvement)
• Marketing of industrial goods services
Lesson 2 - Service Phrases
Lesson 3 – Importance of Service Customer Skills
Lesson 4 - Customer Service Skills
Lesson 5 - Research Paper Analysis
• Towards an Integrated Model of Customer Service Skills & Customer Loyalty (The Mediating Role of Customer Satisfaction)
Duration of this course is 45 minutes.
This course is recommended for fresh graduates or undergraduates who are still in the phase of figuring out which service sector to opt for their professional career. It is also useful to the ones who are working in customer service departments and wish to excel in their career. This course can also be taken by the ones who want to acquire customer service skills or anyone looking to know more about service industries.
Based on the entire course both single choice and multiple-choice questions needs to be attempted after the course is over. Marks are allotted for the correct answer to the quiz. In case of multiple-choice questions, full marks will be given only when the answer is fully. Upon securing 60% and above, the certificate of completion shall be given to the participants.
The course session is delivered by video. The video shows PowerPoint presentation with the presenter’s window at the side of the deck. The trainer gives live examples and explains the concepts with demonstrations when needed. The mode of language for delivery is both English and Hindi.
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