Analyse Service Quality and Customer Satisfaction

Analyse Service Quality and Customer Satisfaction (Service Information and Results) (Synchronous e-learning) (16 hrs)

Course Code: TGS‐2019504212 | SSG Funded

*Online Course*

This course covers the knowledge and application skills in analysing customer data to establish and improve the level of service quality and customer satisfaction in the organisation. This involves analysing service quality and customer satisfaction results, communicating findings and implementing improvement plans to close gaps.

Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).

  • Analyse service quality and customer satisfaction results to determine the organisation’s performance
  • Communicate findings and results to relevant stakeholders
  • Implement improvement plans to close service performance gaps

Analyse service quality and customer satisfaction results to determine the organisation’s performance

  • Analyse service challenges to ascertain patterns that impact service quality and customer satisfaction
  • Review customer data from multiple sources to identify areas for service enhancements
  • Analyse service quality and customer satisfaction data against organisation benchmarks and industry standards

Communicate findings and results to relevant stakeholders

  • Use appropriate platforms to communicate to senior management, board of directors, service coaches and service professionals

Implement improvement plans to close service performance gaps

  • Obtain endorsement on improvement plans
  • Establish cross-functional work groups to implement improvement plans including job redesigning and capability development
  • Refine organisation’s policies and procedures
  • Communicate improvement plans to staff

The course will be conducted through online LIVE streaming via Zoom. 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

Course Fee : $590.00
Nett Fee Incl. 7% GST : $631.30
Nett Fee after Training Grant* : $100.30 (SMEs) | $391.30 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $100.30

Revised funding from 1 Jan 2022

Nett Fee after Training Grant* : $218.30 (SMEs) | $336.30 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $218.30

Funding validity period: 27 Jan 2020 – 22 Aug 2022

* 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.

Key Benefits
  • Analyse service quality and customer satisfaction results to determine the organisation’s performance
  • Communicate findings and results to relevant stakeholders
  • Implement improvement plans to close service performance gaps
Course Contents

Analyse service quality and customer satisfaction results to determine the organisation’s performance

  • Analyse service challenges to ascertain patterns that impact service quality and customer satisfaction
  • Review customer data from multiple sources to identify areas for service enhancements
  • Analyse service quality and customer satisfaction data against organisation benchmarks and industry standards

Communicate findings and results to relevant stakeholders

  • Use appropriate platforms to communicate to senior management, board of directors, service coaches and service professionals

Implement improvement plans to close service performance gaps

  • Obtain endorsement on improvement plans
  • Establish cross-functional work groups to implement improvement plans including job redesigning and capability development
  • Refine organisation’s policies and procedures
  • Communicate improvement plans to staff
Learning Methodology

The course will be conducted through online LIVE streaming via Zoom. Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.

Who Should Attend

This course is suitable for customer experience managers, store / branch managers, heads of departments, and outlet managers.

Course Details

Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm

Course Fee : $590.00
Nett Fee Incl. 7% GST : $631.30
Nett Fee after Training Grant* : $100.30 (SMEs) | $391.30 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $100.30

Revised funding from 1 Jan 2022

Nett Fee after Training Grant* : $218.30 (SMEs) | $336.30 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $218.30

Funding validity period: 27 Jan 2020 – 22 Aug 2022

* 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
February 17, 2022 - February 18, 2022 (9:00 am - 6:00 pm)
Online LIVE stream via Zoom
Register Now
June 16, 2022 - June 17, 2022 (9:00 am - 6:00 pm)
Online LIVE stream via Zoom
Register Now
October 6, 2022 - October 7, 2022 (9:00 am - 6:00 pm)
Online LIVE stream via Zoom
Register Now