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 |
|---|---|
|
February 28, 2024 - February 29, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Closed |
|
May 27, 2024 - May 28, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Register Now |
|
August 22, 2024 - August 23, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Register Now |
|
November 21, 2024 - November 22, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Register Now |
