International Program
in Service Management

The intense competition that companies currently face in various sectors of the economy makes it essential for each organization to incorporate added value into its business strategy. To achieve this added value, companies need to focus on service as a differentiating factor and a key competitive advantage.

Therefore, to compete today, organizations must design and focus their strategies on service excellence and customer satisfaction. Proper service management will help the organization achieve its profitability goals.

The University of Piura, in partnership with the University of Chile, recognizing the current competitive landscape, has designed the International Specialization Program in Service Management. This program is designed to provide tools for comprehensive service management, based on the following fundamental pillars: efficient service management, the design and control of unique and innovative experiences, and the management of human talent to foster a service-oriented culture.

This program is aimed at professionals from various sectors interested in leading changes within the company towards a service-oriented strategy.

At the end of the program, participants will receive a certificate awarded by the University of Piura and another by the University of Chile, strengthening their professional profile.

General Objective

This program equips participants with the necessary tools to comprehensively manage and effectively control services, customer experience, and service culture as fundamental pillars for achieving customer satisfaction, thereby positively impacting organizational profitability. Furthermore, it develops the competencies required to excel in service-oriented organizations and companies.

Specific Objectives

1. To know and apply design and management models for unique service experiences.
2. Understanding the main trends in User Experience to provide services that meet customer expectations.
3. Promote the development of a service culture, focusing primarily on employee performance.
4. Apply tools to interact with customers and provide them with extraordinary and memorable experiences, as well as tools to know what to do in case of critical scenarios, management of complaints and claims and development of crisis plan on social networks.
5. Define metrics and indicators to measure service experiences and identify opportunities for improvement.

The specialized program consists of lectures and discussions to develop conceptual aspects, as well as practical case studies and/or application workshops. Each module instructor will conduct an evaluation, and the program grade will be calculated from the average of these evaluations.

The program is delivered in a synchronous virtual format through interactive online sessions. Classes will be recorded so participants can review them.

• Certificate of specialization: It will be awarded to participants who have passed the program with a minimum grade of twelve (12) and have more than 80% of class attendance.
• Certificate of participation: It will be awarded to participants who do not pass the program, but who have more than 80% of class attendance. Each institution (University of Piura and University of Chile) will issue the corresponding certificate of approval or participation.

*All certificates will be issued electronically and sent via email. This program does not lead to an academic degree.

The program is aimed at:

• Executives, entrepreneurs, and professionals with responsibility or interested in leading changes within the company towards a service-oriented strategy.
• Professionals in charge of designing and managing the customer experience; as well as measuring customer satisfaction.
• Professionals interested in developing and training in the areas of customer experience, customer service, after-sales service, service processes and marketing of service companies.