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26 - CMR - Customer Relations

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MCR 107 - Service Management

Code	Start Date	Duration	Venue
MCR 107	22 April 2024	5 Days	Istanbul	Registration Form Link
MCR 107	27 May 2024	5 Days	Istanbul	Registration Form Link
MCR 107	01 July 2024	5 Days	Istanbul	Registration Form Link
MCR 107	05 August 2024	5 Days	Istanbul	Registration Form Link
MCR 107	09 September 2024	5 Days	Istanbul	Registration Form Link
MCR 107	14 October 2024	5 Days	Istanbul	Registration Form Link
MCR 107	18 November 2024	5 Days	Istanbul	Registration Form Link
MCR 107	23 December 2024	5 Days	Istanbul	Registration Form Link

 

Course Description

This course explores the dimensions of successful service firms. It prepares Participants for enlightened management and suggests creative entrepreneurial opportunities. Outstanding service organizations are managed differently than their "merely good" competitors. Actions are based on totally different assumptions about the way success is achieved. The results show not only in terms of conventional measures of performance but also in the enthusiasm of the employees and quality of customer satisfaction. Beginning with the service encounter, service managers must blend marketing, technology, people, and information to achieve a distinctive competitive advantage. In this course the participants will study service management from an integrated viewpoint with a focus on customer satisfaction, integrate operations, marketing, strategy, information technology and organizational issues.

Course Objectives

• To study "breakthrough" services in order to understand the operations of successful service firms that can be benchmarks for future management practice.
• To develop an understanding of the "state of the art" of service management thinking.
• To develop an awareness of the opportunities that information technology can have for enhancing service firms competitiveness.
• To appreciate the organizational significance of managing the service encounter to achieve internal and external customer satisfaction.
• To understand the dimensions of service growth and expansion both domestically and internationally.
• To gain an appreciation of the complexities associated with implementing change.
• To appreciate the entrepreneurial opportunities in services 

Who Should Attend?

• Supervisors
• Executives
• Managers
• Anyone who is or will be responsible for managing teams or individuals