Analyse Service Quality and Customer Satisfaction (e-Learning) (16 hrs)

Analyse Service Quality and Customer Satisfaction (Service Information and Results) (Synchronous e-learning) (16 hrs)

Online Learning - Gain capabilities to analyse service quality and customer satisfaction results, communicate findings and implement improvement plans to close gaps.

This module covers the knowledge and application skills in analysing customer data to establish and improve the level of service quality and customer satisfaction in the organisation. This involves analysing service quality and customer satisfaction results, communicating findings and implementing improvement plans to close gaps.

Upon fulfilling all requirements, you will receive a Statement of Attainment (SOA) issued by SkillsFuture Singapore (SSG).

Recommended for
- Anyone who wants to build a customer-centric organisation
- Individuals in managerial or supervisory roles
- Individuals managing customer experiences and relationships

Key Benefits

- Analyse service quality and customer satisfaction results to determine the organisation’s performance
- Communicate findings and results to relevant stakeholders
- Implement improvement plans to close service performance gaps

Course Contents

Analyse service quality and customer satisfaction results to determine the organisation’s performance
- Analyse service challenges to ascertain patterns that impact service quality and customer satisfaction
- Review customer data from multiple sources to identify areas for service enhancements
- Analyse service quality and customer satisfaction data against organisation benchmarks and industry standards

Communicate findings and results to relevant stakeholders
- Use appropriate platforms to communicate to senior management, board of directors, service coaches and service professionals

Implement improvement plans to close service performance gaps
- Obtain endorsement on improvement plans
- Establish cross-functional work groups to implement improvement plans including job redesigning and capability development
- Refine organisation’s policies and procedures
- Communicate improvement plans to staff

Learning Methodology

- Online learning via LIVE streaming
- Undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos

Course Details

Course Fee : $590.00
Nett Fee Incl. 7% GST : $631.30
Nett Fee after SkillsFuture Mid-Career Enhanced Subsidy (Singapore Citizens aged 40 years old and above) : $100.30*
Nett Fee after Training Grant for SMEs : $100.30*
Nett Fee after Training Grant for Non-SMEs : $391.30*
Nett Fee after Training Grant for Self-Sponsored : $391.30*

Course Dates: July 5, 2021 - July 6, 2021 (9:00 am - 6:00 pm)

*Terms and conditions apply. This course is eligible for use of SkillsFuture Credit on top of existing funded fees.