Marketing of services in the public sector

Capita Learning & Development
Birmingham, London, United Kingdom

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' Services dominate the modern global economy. The Internet is one big service - any organisation using the web to deliver their services will need to deliver high quality services if they are to meet customers¡¯ requirements. In the public sector - which often does not see marketing as an issue for them - the importance of delivering a service that satisfies the user is becoming increasingly recognised. This course emphasises how you identify gaps in the service delivery and develop strategies to close those gaps.

Learning objectives

Identify and analyse the critical factors in service management and marketing based upon the gaps model
Recommend or implement appropriate solutions to close the gaps
Review service structures within the context of the overall organisation systems and structures
Understand the components of marketing strategies for the public sector based upon the seven Ps of services marketing.

Course content

The concept of the customer
Gaps model of service quality
Consumer behaviour - customer expectations, perceptions and involvement in the service process
Customer research
The management of service encounters and service recovery
Service quality, design and delivery - customer-defined standards
Internal marketing and management of customer involvement in the service process
Extending and deploying services using technology - including the Internet
Marketing communications strategies for public service delivery.
...''

Phone:0800 022 3414

School Address:

London Office:
17 - 19 Rochester Row, London SW1P 1LA

Birmingham Office:
Quadrant Court, 49 Calthorpe Road, Edgbaston, Birmingham B15 1TH


Jobs & Resumes: Birmingham, London
Houses & Roommates: Birmingham, London

Report writing
Righting written English
Running small projects
Situational leadership
Sponsoring Project Success
Stress management
Budgeting
Meeting skills
Supervisory management
Telesales
copywriting
Time management
Think on your feet
Training the trainer
Valuing diversity
Workplace counselling
Writing for the web

Notice: The course description on this page was captured from the Internet as historical reference or submitted by visitors. It was archived statically and not updated from day to day.
 

Tips: Schools can use this unlimited free web marketing service by submitting their course descriptions and school introductions. Two outbound links will be granted to each posting.