University Certificate
Modern Service Management

There is more than an 80 per cent chance that you work in a service company or a service department and earn your living this way. Are you familiar with the modern concept of service? Do you understand the specific aspects of service management? Much of what you have learnt so far applies regardless of whether we are dealing with services or goods, but some aspects are unique – and it is precisely these that are often the cause of customer dissatisfaction and its financial consequences, such as damage to reputation, loss of turnover and profit.

Take a look, too, at the spectacular – but above all the many small – start-ups of recent years. Almost all are service companies, and a great many utilise the internet. The democratisation of development, production and distribution, along with digitalisation, is enabling entirely new (service-based) business ideas.

As you know, the most important thing in the service sector is loyal customers. They recommend your business to others, they’re willing to accept higher prices, and it’s six times cheaper to retain customers than to acquire new ones. However, customers will only remain loyal if they are delighted by the service! How often have you actually been delighted by a service so far? Most people have had rather poor experiences. So

there is still a lot to be done, and there is plenty you can do better in your business in future. The university certificate course ‘Modern Service Management’ delivers on this, equipping you with innovative, scientifically sound strategies and methods in a practically-oriented and application-oriented way.