Understand Services Domain

Understand Aspects of Service Quality

Perform Service Process Design and Development

Exploit the Value-Satisfaction-Loyalty-Retention-Profitability Chain

Develop Effective Service Recovery Mechanisms

Analyze Service Resource Productivity

For: This program will be of great interest to you if you are a Middle Level Executive handling Marketing / Sales / Operations, Customer Relations or Marketing Analyst whose principal responsibilities lie in generating demand, revenues, and profits from new and existing services and offerings in service industry or service aspect of manufacturing industry.

Contents:

Services Marketing: An Overview

Services Vs Goods

Service Quality and Competitiveness

Service Processes and Ambience

Managing Demand By Managing Yield

Customer Relationship Management and Service Profitability

Service Recovery and Complaint Handling

Service Personnel and Service Productivity

India Specific Service Marketing Constraints

Mail your queries to
Prof. Prashant Mishra : prashant@iimcal.ac.in

For details, contact: -
The Executive Assistant - CMDP,
Indian Institute of Management,
Diamond Harbour Road, Joka,
Kolkata - 700104
Phone: 033-2467-9189/ 8300 (6 lines) Extn. 134
Fax: 033-2467-7851 / 2467-8307
E-mail: mgrmdp@iimcal.ac.in
Refer: CoolAvenues.com MDP Alert

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