A much needed course especially for those either directly or indirectly involved in service sectors. This course covers the following objectives:-

Components of a Service Concept

Environment Analysis for Developing Service Model

Service Design and Delivery Concept

Aspects to Develop New Services

Steps of Service Design Process

and other important concepts. The introduction emphasizes on the importance of having a good service model in an organization. One of the key components of the service concept is ‘customer orientation’. A service provider always determines the attributes and needs of its customers. It then endeavors to take action in order to satisfy these needs of its customers.

A service provider must make a coordinated effort to succeed. Hence, a company integrates all its plans and activities to maximize efficiency. One of the primary things that a service provider should aim to offer to its customers is a ‘good value proposition. Hence, a service provider must offer good value to the customers, through ‘appropriate pricing’ for customer service.

A service provider should always set goals and then use strategy to attain them. Warm customer treatment is an effective way to pull the customers to avail the services. It is essential for the service providers to treat the customers with utmost importance and respect to expect loyalty from them.

Following intangible aspects of service concept should be implemented to make your customers feel special and cared for:

•Understand your customers well. Try to find out what they expect from the service.

•The service employees must greet the customers with a warm smile. It makes a difference.

•Assist the customers in their queries.

•Never oversell services to customers when they do not want to buy something.

•The service provider must never lie to the customers.

•Be honest about all information given to customers and give them an honest feedback.

•If a customer comes for a service, help them choose the best alternative.