|WSQ Analyse Service Quality and Customer To Satisfaction Develop Service Recovery Framework
(Conducted in English / Mandarin)
Total Training Hours: 24
11 & 18 & 25 May
(Every Sat) 9am - 6pm
28 Feb, 7 & 13 March 2019
(Every Thurs) 9am - 6pm
7, 13 & 14 Apr 2019
9am - 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 activity.
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.
*Terms and conditions apply.
Full Course Fee
Full Course Fee with 7% GST
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
Course fee can be made using SkillsFuture Credit.
For more information on the various funding, please click here.
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.