The Service Profit Chain explained

Welcome to The Service Profit Chain explained

This is your course overview page. Courses units and modules become available as you complete the previous ones.

The Service Profit Chain

Understand how you can use principles of The Service Profit Chain to create an outstanding service business. In these 5 easy to follow video modules, Mike will take you through the why the what and the how of this inspiring framework that is at the foundations of all the best service business in the world.

Module 1	Introduction
Just a brief word to bid you welcome and explain what this is all about
Unit 1	Welcome!
Module 2	Loyalty and Satisfaction
In this module, we will look at loyalty & satisfaction. In today’s world of hyper competition, good is no longer good enough.
Unit 1	Loyalty and Satisfaction
Unit 2	Loyalty Is The Driver
Unit 3	Net Promoter Score
Unit 4	Loyalty & Satisfaction
Unit 5	Emotional Connection
Unit 6	Questions for reflection
Module 3	Value – No Value, No Business
In this module, we will look at what we mean by value in a service context and how our customer computes value.
Unit 1	Value – No Value, No Business
Unit 2	No Value, No Business
Unit 3	What Result Are They Looking For?
Unit 4	Proof of Service
Unit 5	Understanding Process
Unit 6	Empathy - Walking In Their Shoes
Unit 7	Money and Effort
Unit 8	Questions for reflection
Module 4	Engagement Is The Key To Creating Value
In this module, we will discuss how the best service organisations deliver great value, through customer engagement.
Unit 1	Engagement Is The Key To Creating Value
Unit 2	Internal Quality
Unit 3	Employee Loyalty and Satisfaction
Unit 4	Questions for reflection
Module 5	Dream Team – What Does It Take?
In this module, we will look at the Dream Team Cycle and how to use the concept to create a brilliant service organisation.
Unit 1	Dream Team – What Does It Take?
Unit 2	Dream Team Cycle
Unit 3	The Right Fit
Unit 4	Building Skills and Capacity
Unit 5	Feedback and Recognition
Unit 6	Questions for reflection
Module 6	Next Steps
In this module, we will look at an introduction to the manager's toolbox that will provide you with the skills to take action.
Unit 1	Three Essential Leadership Skills
Unit 2	Before you go

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