Develop Service Recovery Framework (Service Challenges)
(Synchronous e-learning) (16 hrs)

Course Code: TGS‐2019504211

This course covers the knowledge and application skills to develop a service recovery framework. This involves analysing service challenges to ascertain service delivery gaps, developing a service recovery framework, cascading the service recovery procedures to staff and evaluating the impact of the strategies.

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 28, 2021 - October 29, 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 challenges to ascertain service delivery gaps
• Develop service recovery framework to address service delivery gaps
• Cascade service recovery framework to stakeholders
• Evaluate the effectiveness of service recovery strategies

Who Should Attend

This course is suitable for customer experience managers, store/branch managers, heads of departments, and outlet managers.

Programme Outlines

1. Analyse service challenges to ascertain service delivery gaps
   • Review sources of information on service challenges such as
     • Customer compliment-complaint ratios
     • Mystery audit results
     • Customer satisfaction results, e.g. Customer Satisfaction Index of Singapore (CSISG)
     • Service challenges resolved by service professionals
     • Escalated service challenges resolved by service coaches
   • Apply appropriate methods to analyse service challenges to determine service delivery gaps
2. Develop service recovery framework to address service delivery gaps
   • Create a service recovery framework that resolves a service challenge to regain customer trust after a breakdown in service delivery
3. Cascade service recovery framework to stakeholders
   • Cascade service recovery framework to stakeholders
     • Communicate the framework during town hall meetings
     • Ensure that service recovery procedures are part of staff orientation
     • Update employee handbooks with service recovery procedures
4. Evaluate the effectiveness of service recovery strategies
   • Determine effectiveness by reviewing criteria
     • Level of customer satisfaction after service recovery framework has been implemented
     • Customer retention rates
     • Customer compliment-complaint ratios
     • Number of service challenges resolved
     • Number of escalated service challenges resolved

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.