show that a consumer’s buying experience often drives the ultimate purchase.
This proves that for a business to be successful, it needs to consider how it
makes each customer feel. But what does it really take to achieve service
excellence? And what role does a service operations manager play in it? And why
is it high in demand? Read on to find out.
is Service Excellence?
deliver excellent service, you need to anticipate your customers’ needs. Your
business should try to be as consumer-centric as possible, putting the customer
at the heart of what you offer. It means moving at their pace, listening
closely to their needs and understanding their preferences.
excellence is more than a warm welcome or a pleasant smile. While the
customer-facing aspect is important for a business, it’s what’s happening
behind the scenes that impacts overall customer experience. And a service
operations manager focusses essentially on these details.
your role as a service operations manager?
a service operations manager, you’ll develop a service design model and work
with other departments like customer support, marketing and sales. Your role
will be similar to an analyst as you ensure that your service department runs
as smoothly as possible.
a service operations manager some of your responsibilities would be to:
1. Track your customers’ journey, ensure
they have an exceptional experience and measure their level of satisfaction.
2. Leverage the right technology and
infrastructure for seamless customer support.
3. Develop new data while managing and
analysing existing data.
4. Use new age tools to deliver effective
consumer service, such as social media.
5. Develop operational efficiencies,
gather feedback and study trends to improve processes.
Knowledge, Connections & Confidence
you’re a graduate looking to gain experiential learning, or are a working
professional wanting to upskill yourself to build on your professional journey,
the PGP in Services Management is there to guide and assist you
every step of the way.
understand that you might feel anxious about your future in these uncertain
times. That’s why our 11-month course will make you future-ready for a
career in the service economy. The soft skills you’ll learn will be
transferrable, giving you the agility to move from one sector to another with
ease. Such an upper hand guarantees a job after your post-graduation, and will
make you employable for years to come.
our rigorous programme, you’ll learn to think on your feet, analyse data and
manage an organisation. This is taught through case studies, real-life
simulations, and workshops with industry leaders. You can expect to enhance
your soft skills, develop leadership potential and nurture an entrepreneurial
is the one of the few institutes in the country to offer a customised work term
to each student. A work term is more than an internship where your employer
mentors and prepares you to take on the challenges of your career.
world is your oyster
PGP at ISH is offered in alliance with Les Roches, one of the world’s leading
hospitality business schools. This unique collaboration gives students an
option to pursue a global MBA or Master’s degree at the Les Roches campuses in Switzerland and Spain, respectively. Regardless of
where they decide to continue their journey, students will find a campus that
sets the perfect tone for global education.
So whether you’re a fresh graduate,
switching careers, an aspiring entrepreneur, or running a family business — the
programme will be your comprehensive guide to the ultimate consumer experience.