Develop Service Recovery Framework (Service Challenges) (Synchronous e-learning) (16 hrs)

Course Code: CRS-Q-0039665-RET

*Online Course*

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

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

Enhanced Absentee Payroll (w.e.f 1st May 2020)

For SMEs / Non-SMEs (90% of hourly basic salary, capped at $10 per trainee-hour) : $160.00

* 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 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
Course Contents

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
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

Enhanced Absentee Payroll (w.e.f 1st May 2020)

For SMEs / Non-SMEs (90% of hourly basic salary, capped at $10 per trainee-hour) : $160.00

* 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 19, 2020 - February 20, 2020 (9:00 am - 6:00 pm) Closed
August 27, 2020 - August 28, 2020 (9:00 am - 6:00 pm) Online LIVE stream via Zoom Register Now
November 9, 2020 - November 10, 2020 (9:00 am - 6:00 pm) Online LIVE stream via Zoom Register Now