About Us

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:


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


16th, 23rd & 30th April 2021


9.00am to 6.00pm


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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