Our Programmes
Analyse Service Quality and Customer Satisfaction to Develop Service Recovery Framework
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.
Module Content
- 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
Target Participants:
Existing Service Coaches or potential Service Leaders who aspire to develop their leadership skills with a strong focus on service excellence.
Medium of Instruction:
English
Total Training Hours: 24 hours (3 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:
16th, 23rd & 30th April 2021
TIME:
9.00am to 6.00pm
TRAINING FORMAT:
Delivered via synchronous e-learning
Total Training Hours: 24 hours (3 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) | $909.50 | $909.50 |
| Training Grant | $360.00 | $765.00 |
| Amount Payable (incl. 7% GST) | $549.50 | $144.50 |
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-2019503847 | - |
| Course Support Period | 01 Sep 2019 to 16 Jul 2021 | - |
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