The "Service Challenges for Leaders" course is designed to equip leaders with the skills and knowledge necessary to identify, address, and resolve service delivery challenges within their organizations. Over 19 hours, this course provides a comprehensive framework for analyzing service challenges, developing service recovery strategies, and evaluating their effectiveness. Leaders will learn to identify service delivery gaps and implement corrective measures to ensure continuous improvement in service quality.

Participants will begin by learning to analyze service challenges, identify sources of information, and apply methods to ascertain service delivery gaps. The course then covers the development of a service recovery framework, focusing on its essential components and how to address identified gaps. Learners will also explore methods for cascading service recovery policies and procedures to stakeholders, ensuring clear communication and implementation.

Finally, the course provides techniques for evaluating the effectiveness of service recovery strategies, using specific criteria to measure success and make necessary adjustments. Through a blend of lectures, case studies, group discussions, and e-learning modules, participants will gain practical insights and hands-on experience. This course is ideal for leaders and managers responsible for maintaining high standards of service delivery and addressing service-related challenges.