Analyse Service Quality and Customer Satisfaction (Service Information and Results)
(Synchronous e-learning) (16 hrs)
Course Code: TGS‐2019504212
This course 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.
Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).
Note: This is an online course.
Course Details
Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm
Course Fee : $590.00
Nett Fee Incl. 7% GST : $631.30
Nett Fee after Training Grant* : $100.30 (SMEs) | $391.30 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $100.30
* Please click HERE for detailed information on course fee funding schemes, SkillsFuture credit, and a complete listing of funded courses. This course is eligible for use of SkillsFuture credit.
Course Application
| Date | Details |
|---|---|
| October 5, 2021 - October 6, 2021 (9:00 am - 6:00 pm) Online LIVE stream via Zoom |
Open for registration (Fill in the enquiry form to know more) |
Key Takeaways
Upon completion of this workshop, participants will be able to;
- 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
Who Should Attend
This course is suitable for customer experience managers, store/branch managers, heads of departments, and outlet managers.
Programme Outlines
- 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 workgroups to implement improvement plans including job redesigning and capability development
- Refine organisation’s policies and procedures
- Communicate improvement plans to staff
Methodologies
The course will be conducted through online LIVE streaming via Zoom. Participants will undergo experiential learning through mini-lectures, group discussions, role-plays, quizzes, and videos.
