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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

  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

Medium of Instruction:

English

Total Training Hours: 16 hours (2 days)

Assessment and Certification

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

Course Schedule

UPCOMING DATES:

7th & 10th May 2021

TIME:

9.00am to 6.00pm

TRAINING FORMAT:

Delivered via synchronous e-learning

UPCOMING DATES:

TBA

TIME:

TBA

TRAINING FORMAT:

Delivered via synchronous e-learning

Total Training Hours: 16 hours (2 days)
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/or any other additional fees that may be stipulated.

Course fees can be offset by using your SkillsFuture Credit!

 

  In-Classroom Training Synchronous e-learning
TGS Code TGS-2020513642 TGS-2020503379
Course Support Period 28 Nov 2020 to 26 Sep 2022 23 Jan 2020 to 22 Jan 2022

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