1. What is the objective of the course?
The course aims to empower students to act strategically in service management, covering fundamentals, customer experience, innovation, data usage, leadership, and market trends.
2. What topics are covered throughout the course?
The content includes service management, cost control, quality, customer experience (CX), innovation and digitalization, performance indicators, team leadership, service culture, ESG, data privacy (LGPD), and future trends.
3. Who is this course intended for?
It is intended for managers, leaders, customer service professionals, operations, marketing, customer experience, customer success, and others interested in improving service management.
4. How does the course assessment work?
Assessment is conducted through a theoretical exam, in which the student must demonstrate an understanding of the content covered throughout the course.
5. What is the minimum passing grade?
To be considered passing (satisfactory), the student must obtain a final grade equal to or greater than 6.0 (six) on the theoretical assessment.
6. Is attendance mandatory?
Yes. In addition to the minimum grade, the student must have an attendance rate equal to or higher than the minimum required by West Group for the course.
7. What happens if the student does not reach the minimum grade or required attendance?
If the student does not meet either of the criteria, they will be considered failing (unsatisfactory).
8. Does the course cover innovation and the use of technology in services?
Yes. The course includes topics such as process automation, artificial intelligence, machine learning, digital channels, omnichannel strategy, and strategic self-service.
9. Does the course cover leadership and team management?
Yes. The content addresses leadership in service environments, management of in-person, remote, and hybrid teams, customer-oriented organizational culture, and conflict management.
10. What does the student need to do to ensure their approval in the course?
The student must attend classes to meet the minimum attendance required by West Group and obtain a final grade equal to or greater than 6.0 (six) on the theoretical assessment.
