Our Programmes
Service Challenges
Develop service recovery frameworks, cascade service recovery procedures and evaluate impact of the strategies.
Module 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
Methodology
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
- Determine service delivery gaps through analysing the service challenges
- Design a structured service recovery framework to mitigate the gaps in service delivery
- Implement service recovery framework through cascading the framework including policies and procedures to the respective stakeholders
- Assess impact of service recovery strategies using a set of criteria
Target Participants:
- Retail Manager, Store Manager / Assistant Manager, Supervisor, Team Lead in the daily business activities of retail store
- 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.
- Career switchers with managerial or leadership experience, or individuals in other related industries or wanting to join the retail industry
Medium of Instruction:
English
Total Training Hours: 16 hours (2 days)
Min. Chinese Proficiency of Applicant:
Assessment and Certification
Participants who achieve at least 75% attendance and pass the end-of-course assessment will be awarded the Statement of Attainment
(FOR ALL 16 Hours course)
Participants who achieve 100% attendance and pass the end-of-course assessment will be awarded the Statement of Attainment
(FOR ALL 4/ 8 Hours course)
Course Schedule
UPCOMING DATES:
19th & 20th Sep 2024 (English)
TIME:
9.00 am to 6.00 pm (Thursday & Friday)
Mode of Delivery:
Classroom LearningUPCOMING DATES:
Please call 63341080 for more information
TIME:
TBA
Mode of Delivery:
TBA
Total Training Hours: 16 hours (2 days)
Registration Closing Date: 7 days before course commencement
Course Fees
| Category | Singapore Citizens & Permanent Residents | Employer-sponsored and Self-sponsored Singapore Citizens aged 40 years and above | SME-sponsored Local Employees (i.e Singapore Citizen & Permanent Residents) |
|---|---|---|---|
| Funding Source | SkillsFuture Funding (Baseline) | SkillsFuture Mid-Career Enhanced Subsidy | SkillsFuture Enhanced Training Support for SMEs |
| Course Fees | $540.00 | $540.00 | $540.00 |
| SkillsFuture Funding | $270.00 | $378.00 | $378.00 |
| Total Nett Fee | $270.00 | $162.00 | $162.00 |
| GST (9%) | $48.60 | $48.60 | $48.60 |
| Total Fee Payable to SCCIOB | $318.60 | $210.60 | $210.60 |
Prices shown are not inclusive of application fee and/or any other additional fees that may be stipulated.
|
|
| In-Classroom Training | Synchronous e-learning | |
|---|---|---|
| TGS Code | TGS-2020513642 | TGS-2020503379 |
| Course Support Period | 27 Sep 2020 to 26 Sep 2024 | 23 Jan 2020 to 22 Jan 2026 |
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