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Drive Service Quality and Customer Satisfaction
(Service Information and Results)(16 hrs)

Course Code: TGS‐2019504257

This course covers knowledge and application skills in assessing service quality and customer satisfaction levels within an organisation. It involves identifying 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).

Note: This is an In-Company training. 

Course Details

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 course fee funding schemes, SkillsFuture credit, and a complete listing of funded courses. This course is eligible for use of SkillsFuture credit.

Course Application

Contact us for more information. 

Key Takeaways

Upon completion of this workshop, participants will be able to;

  • 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

Who Should Attend

This course is suitable for vice presidents, customer experience directors, regional directors, and marketing and communications directors.

Programme Outlines

  1. 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
  2. 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
  3. Communicate service quality and customer satisfaction performance to stakeholders
    • Adjust communication methods to suit the target audience
    • Highlight service performance gaps
    • Share improvement plans to bridge service performance gaps

Methodologies

Participants will undergo experiential learning through mini-lectures, group discussions, role-plays, quizzes, and videos.

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