Develop Service Recovery Framework (Service Challenges) (16 hrs)
Course Code: TGS-2019504211 | SSG Funded
Note: Classroom-based learning will be conducted through virtual classroom until further notice. Terms and conditions apply.
This course covers the knowledge and application skills to develop a service recovery framework. This involves analysing service challenges to ascertain service delivery gaps, developing a service recovery framework, cascading the service recovery procedures to staff and evaluating the impact of the strategies.
Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).
- 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
Analyse service challenges to ascertain service delivery gaps
- Review sources of information on service challenges such as
– Customer compliment-complaint ratios
– Mystery audit results
– Customer satisfaction results, e.g. Customer Satisfaction Index of Singapore (CSISG)
– Service challenges resolved by service professionals
– Escalated service challenges resolved by service coaches - Apply appropriate methods to analyse service challenges to determine service delivery gaps
Develop service recovery framework to address service delivery gaps
- Create a service recovery framework that resolves a service challenge to regain customer trust after a breakdown in service delivery
Cascade service recovery framework to stakeholders
- Cascade service recovery framework to stakeholders
– Communicate the framework during town hall meetings
– Ensure that service recovery procedures are part of staff orientation
– Update employee handbooks with service recovery procedures
Evaluate the effectiveness of service recovery strategies
- Determine effectiveness by reviewing criteria
– Level of customer satisfaction after service recovery framework has been implemented
– Customer retention rates
– Customer compliment-complaint ratios
– Number of service challenges resolved
– Number of escalated service challenges resolved
Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.
This course is suitable for customer experience managers, store / branch managers, heads of departments, and outlet managers.
Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm
With effect from 1 Jan 2024
Type | Individuals | |||
Singapore Citizens and Permanent Residents (Aged ≥ 21 years old) | Employer-sponsored and Self-Sponsored Singapore Citizens aged ≥ 40 years old | SME-sponsored Singapore Citizens and Permanent Residents | Non-SME-sponsored Singapore Citizens and Permanent Residents | |
Type of Funding | ||||
SkillsFuture Funding (Baseline) | SkillsFuture Mid-career Enhanced Subsidy | SkillsFuture Enhanced Training Support for SMEs | SkillsFuture Training Support for Non-SMEs | |
Course Fee | $590.00 | $590.00 | $590.00 | $590.00 |
Less: SkillsFuture Funding | $295.00 | $413.00 | $413.00 | $295.00 |
Total Nett Fee | $295.00 | $177.00 | $177.00 | $295.00 |
Add: GST @ 9% of Course Fee | $53.10 | $53.10 | $53.10 | $53.10 |
Total Fee Payable to SQC | $348.10 | $230.10 | $230.10 | $348.10 |
Skill Code: RET-CEX-4008-1.1
Skill Title: Service Challenges-4
Funding valid till 04 Aug 2025
* Please click HERE for detailed information on general terms and conditions.
* Please click HERE for detailed information on course fee funding schemes, SkillsFuture credit, and complete listing of funded courses. This course is eligible for use of SkillsFuture credit.
- 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
Analyse service challenges to ascertain service delivery gaps
- Review sources of information on service challenges such as
– Customer compliment-complaint ratios
– Mystery audit results
– Customer satisfaction results, e.g. Customer Satisfaction Index of Singapore (CSISG)
– Service challenges resolved by service professionals
– Escalated service challenges resolved by service coaches - Apply appropriate methods to analyse service challenges to determine service delivery gaps
Develop service recovery framework to address service delivery gaps
- Create a service recovery framework that resolves a service challenge to regain customer trust after a breakdown in service delivery
Cascade service recovery framework to stakeholders
- Cascade service recovery framework to stakeholders
– Communicate the framework during town hall meetings
– Ensure that service recovery procedures are part of staff orientation
– Update employee handbooks with service recovery procedures
Evaluate the effectiveness of service recovery strategies
- Determine effectiveness by reviewing criteria
– Level of customer satisfaction after service recovery framework has been implemented
– Customer retention rates
– Customer compliment-complaint ratios
– Number of service challenges resolved
– Number of escalated service challenges resolved
Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.
This course is suitable for customer experience managers, store / branch managers, heads of departments, and outlet managers.
Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm
With effect from 1 Jan 2024
Type | Individuals | |||
Singapore Citizens and Permanent Residents (Aged ≥ 21 years old) | Employer-sponsored and Self-Sponsored Singapore Citizens aged ≥ 40 years old | SME-sponsored Singapore Citizens and Permanent Residents | Non-SME-sponsored Singapore Citizens and Permanent Residents | |
Type of Funding | ||||
SkillsFuture Funding (Baseline) | SkillsFuture Mid-career Enhanced Subsidy | SkillsFuture Enhanced Training Support for SMEs | SkillsFuture Training Support for Non-SMEs | |
Course Fee | $590.00 | $590.00 | $590.00 | $590.00 |
Less: SkillsFuture Funding | $295.00 | $413.00 | $413.00 | $295.00 |
Total Nett Fee | $295.00 | $177.00 | $177.00 | $295.00 |
Add: GST @ 9% of Course Fee | $53.10 | $53.10 | $53.10 | $53.10 |
Total Fee Payable to SQC | $348.10 | $230.10 | $230.10 | $348.10 |
Skill Code: RET-CEX-4008-1.1
Skill Title: Service Challenges-4
Funding valid till 04 Aug 2025
* Please click HERE for detailed information on general terms and conditions.
* Please click HERE for detailed information on course fee funding schemes, SkillsFuture credit, and complete listing of funded courses. This course is eligible for use of SkillsFuture credit.
Course Application
Details | Registration |
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February 28, 2024 - February 29, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
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Closed |
May 27, 2024 - May 28, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
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Register Now |
August 22, 2024 - August 23, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
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Register Now |
November 21, 2024 - November 22, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
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Register Now |