Course details
This course covers the knowledge and skills required in the assessment of service quality and customer satisfaction within an organisation. It involves the identification of relevant benchmark criteria and key performance indicators to monitor and manage customer information for service excellence.
Target Audience:
This course is for VPs and service directors from various service industry sectors.
What You Will Learn:
- Develop service quality & customer satisfaction framework in accordance with organisation’s business strategy
- Evaluate service quality & customer satisfaction performance against benchmarking criteria & key performance indicators
- Communicate service quality & customer satisfaction performance to stakeholders
Methodology: Mini lectures, interactive activities, group / inpidual exercises, role-plays, independent learning sessions & mutual sharing / feedback sessions
Requirements:
- Employability Skills WSQ – Workplace Literacy Level 7 / O / A-Level English OR
- 3-5 years of working experience in a senior management role (preferably in the service sector)
Teacher & Student Ratio: 1:25 (maximum capacity)
Updated on 08 November, 2015Course Location
About Training Vision Institute
Established since 1991, Training Vision is a leading training institute. Training Vision Institute provides an integrated and holistic approach towards the design and methodology of Workforce Development training programmes. In addition, Training Vision Institute also offers consultancy services, where customised solutions are created to suit your company's needs.
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