Drive Service Quality and Customer Satisfaction (Service Information and Results) (16 hrs)
Course Code: TGS-2019504257 | SSG Funded
*Classroom-based Learning*
In-Company Training
This course covers knowledge and application skills in the assessment of the service quality and customer satisfaction levels within an organisation. It involves the identification of relevant benchmark criteria and key performance indicators to monitor and manage customer information for service excellence.
Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).
- 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
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 | $690.00 | $690.00 | $690.00 | $690.00 |
| Less: SkillsFuture Funding | $345.00 | $483.00 | $483.00 | $345.00 |
| Total Nett Fee | $345.00 | $207.00 | $207.00 | $345.00 |
| Add: GST @ 9% of Course Fee | $62.10 | $62.10 | $62.10 | $62.10 |
| Total Fee Payable to SQC | $407.10 | $269.10 | $269.10 | $407.10 |
Skill Code: RET-CEX-5011-1.1
Skill Title: Service Information and Results-5
Funding valid till 05 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.
Contact us for more information.
- 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
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 | $690.00 | $690.00 | $690.00 | $690.00 |
| Less: SkillsFuture Funding | $345.00 | $483.00 | $483.00 | $345.00 |
| Total Nett Fee | $345.00 | $207.00 | $207.00 | $345.00 |
| Add: GST @ 9% of Course Fee | $62.10 | $62.10 | $62.10 | $62.10 |
| Total Fee Payable to SQC | $407.10 | $269.10 | $269.10 | $407.10 |
Skill Code: RET-CEX-5011-1.1
Skill Title: Service Information and Results-5
Funding valid till 05 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.
Contact us for more information.
