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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