Drive Service Quality and Customer Satisfaction (Service Information and Results) (16 hrs)
Course Code: TGS‐2019504257
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
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 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
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 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.