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

With effect from 1 Jan 2023 (GST @ 8%):

Course Fee : $690.00
Nett Fee Incl. 8% GST : $745.20
Nett Fee after Training Grant* : $262.20 (SMEs) | $400.20 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $262.20

Funding validity period: 27 Jan 2020 – 05 Aug 2023

* 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.