Analyse Service Quality and Customer Satisfaction (Service Information and Result) (16 hrs)

Course Code: CRS-Q-0039818-RET

This course covers 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 such as mystery audits and customer relationship management systems to identify areas for service enhancements
  • Analyse service quality and customer satisfaction data against organisation benchmarks and industry standards by using methods such as internal benchmarking and functional benchmarking

Communicate findings and results to relevant stakeholders

  • Use appropriate platforms such as team meetings, workshops or pre-shift briefings 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 which may include review of policies and processes, job redesign and capability development
  • Refine organisation’s policies and procedures
  • Communicate improvement plans to staff

Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, videos, and case studies.

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
Nett Fee after WTS* : $70.80

* 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 such as mystery audits and customer relationship management systems to identify areas for service enhancements
  • Analyse service quality and customer satisfaction data against organisation benchmarks and industry standards by using methods such as internal benchmarking and functional benchmarking

Communicate findings and results to relevant stakeholders

  • Use appropriate platforms such as team meetings, workshops or pre-shift briefings 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 which may include review of policies and processes, job redesign and capability development
  • Refine organisation’s policies and procedures
  • Communicate improvement plans to staff
Learning Methodology

Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, videos, and case studies.

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
Nett Fee after WTS* : $70.80

* 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
March 26, 2020 - March 27, 2020 (9:00 am - 6:00 pm) Not Available
June 25, 2020 - June 26, 2020 (9:00 am - 6:00 pm) Register Now
September 17, 2020 - September 18, 2020 (9:00 am - 6:00 pm) Register Now
December 3, 2020 - December 4, 2020 (9:00 am - 6:00 pm) Register Now