Welingkar PGDM in Services Excellence

Skills

Description

Customer Relationship Management (CRM) Skills

You will develop skills in constructing and maintaining customer relationships, learning client requirements, and developing customer loyalty and retention strategies. You will also learn to leverage CRM tools and analysis to provide better customer experience across service industries.

Service Quality & Process Management

The program enhances your capacity to design and implement service quality models, standard operating procedures (SOPs), and performance measures. You will gain knowledge in Total Quality Management (TQM), Six Sigma, and continuous improvement models, with the aim of delivering excellent service.

Operations & Service Delivery Management

You will gain technical expertise in service operations, workflow streamlining, and resource planning. You will be taught how to process front-end and back-end service delivery, minimize inefficiency, and achieve customer satisfaction in such sectors as hospitality, healthcare, IT services, and retailing.

Leadership & People Management in Services

You will develop effective leadership skills through the mastery of team management, employee engagement, and cross-functional collaboration. You will be equipped with the skills to lead customer-centric teams, manage workforce diversity, and create a culture of service excellence in competitive business environments.

Service Innovation & Digital Transformation

You will learn about AI in services, digital customer interaction, and e-service delivery platforms, enabling them to lead innovation and change in service sectors.

Job Positions

Responsibilities

Average Salary per annum

Customer Experience Manager

Customer Experience Managers are tasked with creating and executing customer satisfaction and loyalty improvement strategies. They track customer feedback, service quality, and touchpoint interactions to achieve a frictionless experience on all channels of service.

?10,00,000–?18,00,000

Service Operations Manager

Service Operations Managers direct daily delivery of service, resource utilization, and process effectiveness. They make service operations smooth by coordinating front-end and back-end processes, workflow optimization, and enhancing service quality standards.

?12,00,000–?20,00,000

Quality Assurance & Compliance Manager

These professionals create and enforce service quality models, audits, and compliance processes. They ensure compliance with industry standards, regulatory requirements, and service excellence standards, while leading continuous improvement efforts.

?11,00,000–?19,00,000

Business Development & Client Relations Manager

Client Relations Managers are concerned with establishing solid client relationships, managing key accounts, and business development. Negotiations, cross-selling, and relationship management are among their responsibilities, ensuring long-term retention of clients.

?12,00,000–?22,00,000

Digital Services Transformation Manager

Digital Services Managers oversee service innovation, automation, and digital adoption initiatives. They implement CRM platforms, AI-based service tools, and digital engagement strategies that help organizations deliver effective and technology-enabled service experiences.

?18,00,000–?24,00,000