OVERVIEW
To meet the objectives of satisfying customers’ needs and even exceeding them profitably, organisations must first discover and understand what customers expect and must then design, organise and operate their businesses so as to meet these expectations.
PROGRAMME
- Service operations strategy
- Developing a service vision
- Service profit chain
- Understanding customer needs
- Service design and new product development
- Creating customer value
- Capacity planning and demand management
- Managing service operations
- Service recovery strategy
- Leading and motivating people
- Organizational values and culture
- Measuring customer satisfaction
- Establishing and measuring service quality standards
- Ethical issues in service management
TARGET AUDIENCE
Company owners, senior executives and managers in service and manufacturing companies who wish to strengthen their competitive position by increasing their attention to service.
LOCATION
CGFL06,Ground Floor Cancer Block, Eleganza Building 1, Commercial Road, Apapa Lagos.
FEE
ACCOUNT DETAILS
Account Name: HERITAGE BUSINESS AND MANAGEMENT SCHOOL
Account Number: 1453103082
Bank: ACCESS BANK
Account Name: HERITAGE BUSINESS AND MANAGEMENT SCHOOL
Account Number: 1311865108
Bank: ZENITH BANK