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WSQ Analyse Service Quality and

Customer To Satisfaction Develop Service

Recovery Framework 

 (Conducted in English / Mandarin) 
Programme Details 

Upcoming Classes
Total Training Hours: 24

5 & 22 & 29 Sep 2020 (Tuesday)
9am to 6pm


25 July & 26 July & 27 July 2019 (Thursday-Saturday)
9am to 6pm 


This three-day workshop teaches how to analyse customer data to improve service quality and customer satisfaction. Service gaps could be closed through implementation of the service improvement plans based on the structured service recovery framework.


 Content / Structure 

       Analyse impacts of service challenges on service quality and customer satisfaction to ascertain types of service delivery gaps

       Identify the root causes of service performance gaps, develop service recovery framework and seek management approval to implement service improvement plans to close the gaps

       Follow industry benchmark to develop the service recovery framework

       Build staff capability to deliver services according to organisation’s service standards

*Participants must bring their laptop/tablet/smartphone along on the first day of this course for eLearning act


Assessment & Certificate

 Upon successful completion, participant will receive a SSG Statement of Attainment.


 Who should attend 

This course is suitable for Existing Service Coaches or potential Service Leaders who aspire to develop their leadership skills with a strong focus on service excellence. 





Full Course Fee
Full Course Fee with 7% GST 

SSG Grant* 
Nett Course Fee 
Total nett course fee payable, including GST, after SSG grant


Additional Funding if eligible under Mid-Career Enhanced Subsidy* 

Total nett course fee payable, including GST, after additional funding from Mid-Career Enhanced Subsidy


Additional Funding if eligible under Workfare Training Support (WTS)*

Total nett course fee payable, including GST, after additional funding from WTS


*Terms and conditions apply. 
Course fee can be made using SkillsFuture Credit.
For more information on the various funding, please click 

Contact Us
Tel: 6334 1080 

111 North Bridge Road
Peninsula Plaza, Singapore 179098

Download Enrolment form here 

SCCIOB reserves the right to cancel or postpone the course, change the trainer and venue due to unforeseen circumstances.

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