Service Expectation Management

• Explain the concept of service expectations and the service expectations in Todays world.
• Identify the factors that influence desired and adequate services along with zone of tolerance.
• Diagnose the sources and importance of word-of-mouth communication in todays world.
• Examine the relation between Customer Delight and Customer Loyalty
• Describe methods to escalate the customer service expectations and their effects.
• Discuss the meaning, importance and factors influencing customer perception.
• Describe intricate interplay of customers' behaviour, which significantly influences both the decision-making process and marketing forecasting.
• Explain customer encounters and the factors effecting the end-to-end customer experience.
• Examine various types of customer encounters and the Do’s and Don’ts as a Response to Customer Needs and Requirements.
• Diagnose the concept of customer satisfaction and different metrics used to measure them.
• Explain the meaning of service quality and different methods used to measure them.

• Interpret the notion of service expectations and the way they are perceived in the contemporary world.
• Paraphrase the elements that impact the level of service expected and considered acceptable, as well as the range within which variations in service quality are tolerated.
• Illustrate the origins and significance of word-of-mouth communication in contemporary society.
• Discover the correlation between Customer Delight and Customer Loyalty and their effect in improving service expectations.
• Review ways to raise customer service standards and their impacts on service expectations.
• Inspect the significance, interpretation, and elements that shape how customers perceive things.
• Interpret the decision-making process and marketing forecasting influenced by the behaviour of customers.
• Diagnose the customer encounters and the variables impacting the overall customer journey.
• Illustrate the different kinds of encounters with customers and the appropriate and inappropriate actions to take in response to their needs and demands.
• Illustrate the idea of customer satisfaction and the various metrics employed to assess it.
• meaning of service quality and different methods used to measure them.

The academic approach of the courses focuses on the “work-centric” education i.e. begin with work (and not from a book!), derive knowledge from work and apply that knowledge to make the work more wholesome, useful and delightful. The ultimate objective is to empower the Learner to engage in socially useful and productive work. It aims at leading the learner to his/her rewarding career as an employee or entrepreneur as well as development of the community to which s/he belongs. Learning methodology:

• Step -1: Learners are given an overview of the course and its connection to life and work.
• Step -2: Learners are exposed to the specific tool(s) used in the course through the various real-life applications of the tool(s).
• Step -3: Learners are acquainted with the careers and the hierarchy of roles they can perform at workplaces after attaining increasing levels of mastery over the tool(s).
• Step -4: Learners are acquainted with the architecture of the tool or tool map so as to appreciate various parts of the tool, their functions, utility and inter-relations.
• Step -5: Learners are exposed to simple application development methodology by using the tool at the beginner’s level.
• Step -6: Learners perform the differential skills related to the use of the tool to improve the given ready-made industry-standard outputs.
• Step -7: Learners are engaged in appreciation of real-life case studies developed by the experts.
• Step -8: Learners are encouraged to proceed from appreciation to imitation of the experts.
• Step -9: After the imitation experience, they are required to improve the expert’s outputs so that they proceed from mere imitation to emulation.
• Step-10: Emulation is taken a level further from working with differential skills towards the visualization and creation of a complete output according to the requirements provided. (Long Assignments)
• Step-11: Understanding the requirements, communicating one’s own thoughts and presenting are important skills required in facing an interview for securing a work order/job. For instilling these skills, learners are presented with various subject-specific technical as well as HR-oriented questions and encouraged to answer them.
• Step-12: Finally, they develop the integral skills involving optimal methods and best practices to produce useful outputs right from scratch, publish them in their ePortfolio and thereby proceed from emulation to self-expression, from self-expression to self-confidence and from self-confidence to self-reliance and self-esteem!

Evaluation Pattern of KLiC Courses consists of 4 Sections as per below table:

YCMOU Mark Sheet

Printed Mark Sheet will be issued by YCMOU on successful completion of Section 1, Section 2 and Section 3 and will be delivered to the learner by MKCL.
YCMOU Mark Sheet will be available only for Maharashtra jurisdiction learners

MKCL's KLiC Certificate

The certificate will be provided to the learner who will satisfy the below criteria:

1. Learners who have successfully completed above mentioned 3 Sections i.e. Section 1, Section 2 and Section 3
2. Additionally, learner should have completed Section 4 (i.e. Section 4 will comprise of SUPWs i.e. Socially Useful and Productive Work in form of Assignments)
   • Learner has to complete and upload minimum 2 out of 5 Assignments