People Management: Human Resources
This course is part of Gestión de servicios: diseño de experiencias exitosas.
This comprehensive course focuses on the critical human factor in developing memorable service experiences that drive customer satisfaction and loyalty. Based on the principle that "happier people, more positive about themselves and their environment, are happier at work, and more satisfied employees also produce more satisfied customers," the curriculum explores various aspects of human resources management in service organizations. Students will learn how service willingness can be measured and how it predicts service effectiveness. The course covers essential HR topics including talent attraction design, selection and recruitment policies, compensation strategies, and employee training and motivation techniques. Participants will explore the differences between control and participation models, learning the strategy of employee empowerment and understanding its benefits and implications. The program emphasizes the connection between internal customer satisfaction and external customer loyalty, highlighting how effective human resources management creates a virtuous circle in organizational culture. By the end of the course, students will understand how different HR policies directly affect customer satisfaction and retention, equipping them with practical knowledge to implement people-centered strategies in service organizations.
4.7
(9 ratings)
46,687 already enrolled
Instructors:
Claudia Martínez
Spanish
English, Español
Powered by
What you'll learn
Design effective talent attraction and selection processes
Understand the virtuous circle of an organizational culture focused on employees
Develop change management and organizational leadership skills
Implement strategic management skills and active listening and feedback tools
Recognize the cycles of failure, mediocrity and success in service delivery
Create memorable experiences for internal customers that impact external customer loyalty
Skills you'll gain
This course includes:
PreRecorded video
Graded assignments
Access on Mobile, Tablet, Desktop
Limited Access access
Shareable certificate
Closed caption
Get a Completion Certificate
Share your certificate with prospective employers and your professional network on LinkedIn.
Created by
Provided by
Top companies offer this course to their employees
Top companies provide this course to enhance their employees' skills, ensuring they excel in handling complex projects and drive organizational success.
There are 4 modules in this course
This course explores the crucial role of human resources in creating memorable service experiences that drive customer satisfaction and loyalty. It examines the concept that satisfied employees lead to satisfied customers, establishing a direct link between internal organizational culture and external business success. The curriculum covers key aspects of people management including talent attraction and selection, compensation strategies, training and motivation techniques, and the importance of creating a positive organizational culture. Students learn about the differences between control and participation models, with emphasis on employee empowerment and its benefits. The course also addresses change management and organizational leadership, providing practical tools for strategic management, active listening, and effective feedback. Through examination of success and failure cycles in service delivery, participants gain insights into coordinating actions that create positive customer experiences. The program highlights how different HR policies directly impact customer satisfaction and retention, equipping students with the knowledge to implement people-centered strategies in service organizations.
The human factor in the virtuous circle of organizational culture
Module 1
Change Management and Organizational Leadership
Module 2
Strategic Skills, Cultural Attributes
Module 3
Internal and external customer life cycles. Action coordination cycle.
Module 4
Fee Structure
Individual course purchase is not available - to enroll in this course with a certificate, you need to purchase the complete Professional Certificate Course. For enrollment and detailed fee structure, visit the following: Gestión de servicios: diseño de experiencias exitosas
Payment options
Financial Aid
Instructor
Claudia Martínez
Instructor, Universidad Nacional de Córdoba – Expert in Strategic Leadership
Claudia A. Martínez, MBA (Master of Business Administration), Philosophy graduate, Theology professor. Negotiation Workshop at Harvard. Family Business and Strategic Management Skills Development Consultant. University professor at undergraduate and graduate levels at both national and international universities.
Testimonials
Testimonials and success stories are a testament to the quality of this program and its impact on your career and learning journey. Be the first to help others make an informed decision by sharing your review of the course.
4.7 course rating
9 ratings
Frequently asked questions
Below are some of the most commonly asked questions about this course. We aim to provide clear and concise answers to help you better understand the course content, structure, and any other relevant information. If you have any additional questions or if your question is not listed here, please don't hesitate to reach out to our support team for further assistance.