Analyse Service Quality and Customer Satisfaction (Service Information and Results) (16 hrs)
Course Code: TGS-2019504212 | 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 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
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-4011-1.1
Skill Title: Service Information and Results-4
Funding valid till 22 Aug 2024
* 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 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
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-4011-1.1
Skill Title: Service Information and Results-4
Funding valid till 22 Aug 2024
* 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 |
|---|---|
|
January 17, 2024 - January 18, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Closed |
|
April 15, 2024 - April 16, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Closed |
|
July 16, 2024 - July 17, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Register Now |
