Course Curriculum

  • 01

    Introduction

    • Service Management Huddle

    • Priority of Service Activities
  • 02

    Process Management

    • Status Update Process Management

    • Pre-Booking Process Management

    • Service Capacity and Work Mix

    • Knowledge Check
  • 03

    Troubleshooting Service KPI

    • Low Service Activity Volume

    • Low Service Contact Ratio

    • Low Service Appointment Ratio

    • Low Service Show Ratio

    • Knowledge Check
  • 04

    Measuring Service Success

    • Service Benchmarking

    • Success Measurement
  • 05

    Course Completion Test

    • Service Performance Management

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