Course details
This programme 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.
The programme covers:
- 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
The main target audience are Customer Experience Managers, Store / Branch Managers / Heads of Department, Outlet Managers.
This is one of the core modules leading to the WSQ Diploma in Service Leadership (Level 4).
Entry Requirements
- Be able to speak, listen and, read and write English at a proficiency level not lower than the Employability Skills Workforce Skills Qualification (ES WSQ) Workplace Literacy Level 5.
- Have 3 years of supervisory experience in a service-related capacity.
Course Location
About Singapore Institute Of Retail Studies
The primary mission of SIRS is to provide quality and market driven holistic training solutions through the national Workforce Skills Qualifications (WSQ) programmes in Retail, Service Excellence, Productivity and Business Management to enhance the skills and employability of the Retail and Service workforce in Singapore.
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