Service Operations Management
About this course
Optimize customer service delivery by applying operational frameworks, policy controls, and data-driven decision-making. In this course, you will manage ticket routing, analyze SLA performance, evaluate vendor selection decisions, and ensure return and refund compliance. You will learn to build decision matrices, assess post-launch bot performance, audit documentation accuracy, and implement structured queue management strategies. Using CRM systems and service metrics, you will identify operational gaps and design improvement plans that balance efficiency, compliance, and customer satisfaction. Through applied labs and a service optimization project, you will interpret performance indicators and justify operational decisions within realistic business constraints. By the end of this course, you will be able to streamline service workflows and support consistent, policy-aligned service delivery.
75/100
CourseAsk score
- What the provider tells you
- 39/45
- Who stands behind it
- 20/35
- How complete the listing is
- 16/20
Scores how much the provider publishes and who stands behind it — not how well it is taught.
What you'll learn
- manage ticket routing
- analyze SLA performance
- evaluate vendor selection decisions
- implement structured queue management strategies
- identify operational gaps
- design improvement plans for service delivery
Course objectives
- streamline service workflows
- support consistent service delivery that aligns with policies
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