Drive Service Quality and Customer Satisfaction (Service Information and Results) (16 hrs)

• Develop service quality and customer satisfaction framework in accordance with organisation’s business strategy
• Evaluate service quality and customer satisfaction performance against benchmarking criteria and key performance indicators
• Communicate service quality and customer satisfaction performance to stakeholders

Develop service quality and customer satisfaction framework in accordance with organisation’s business strategy

• Design components of a service quality and customer satisfaction framework including process, methods, benchmarks and frequency of monitoring

Evaluate service quality and customer satisfaction performance against benchmarking criteria and key performance indicators

• Analyse data of actual performance against benchmarking criteria based on organisation or service area mission and strategic objectives
• Recommend operations-driven and service value chain improvements to address service performance gaps

Communicate service quality and customer satisfaction performance to stakeholders

• Adjust communication methods to suit target audience
• Highlight service performance gaps
• Share improvement plans to bridge service performance gaps

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

This course is suitable for vice president, customer experience directors, regional directors, and marketing and communications directors.

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

Course Fee : $690.00
Nett Fee Incl. 7% GST : $738.30
Nett Fee after Training Grant* : $117.30 (SMEs) | $498.30 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $117.30

* 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.