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Service Challenges

Course Reference No: CRS-Q-0040427-RET

Develop service recovery frameworks, cascade service recovery procedures and evaluate impact of the strategies

Course Content:

  • Analyse service challenges to ascertain service delivery gaps   
  • Develop service recovery framework to address service delivery gaps     
  • Cascade service recovery framework to stakeholders   
  • Evaluate the effectiveness of service recovery strategies


Lessons are conducted in a structured yet pragmatic manner as lectures are blended with group discussions, role-plays and individual assessments. The group discussions give participants the opportunities to share their experience while role-playing helps the practice and application of concepts and approaches learned through the course.

Learning Outcomes:

  1. Determine service delivery gaps through analysing the service challenges   
  2. Design a structured service recovery framework to mitigate the gaps in service delivery        
  3. Implement service recovery framework through cascading the framework including policies and procedures to the respective stakeholders       
  4. Assess impact of service recovery strategies using a set of criteria

Target Participants: 
  1. Retail Manager, Store Manager / Assistant Manager, Supervisor, Team Lead in the daily business activities of retail store
  2. Industry practitioners who have the relevant work experience from other service industries or sectors wanting to enhance their knowledge and skills, wanting to expand their job portfolio or are seeking national certification/qualification in the Retail industry.
  3. Career switchers with managerial or leadership experience, or individuals in other related industries or wanting to join the retail industry

Course Details:

Upcoming Classes: 
27 & 28 Oct 2020
9.00am to 6.00pm
Language: English

Online Zoom Learning (HBL)


Upcoming Classes: 
12 & 13 Nov 2020
9.00am to 6.00pm
Language: Mandarin

Online Zoom Learning (HBL)

Total Training Hours:
16 hours
Registration Closing Date: 7 days before course commencement

Course Fees:

  Singapore Citizens 
(21-39 yrs old) &
Permanent Residents
(21 & above)
SG Citizens ≥ 40yrs
SME Sponsored
Full Course Fees
(incl. 7% GST)
$577.80 $577.80
 Training Grant $240.00 $486.00
Amount Payable
(incl. 7% GST)
$337.80 $91.80
Prices shown are not inclusive of application fee and any other additional fees that may be stipulated

Further offset your course fees by using your SkillsFuture Credits!


Assessment & Certification: 

Participants who achieve 75% attendance and pass the end-of-course assessment will be awarded the Statement of Attainment.
Download the Enrolment Form here

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