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Course Content

Develop service recovery frameworks, cascade service recovery procedures and evaluate impact of the strategies.

  • 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


Lessons are conducted in a structured yet pragmatic manner as lectures are blended with group discussions, role-plays and individual assessments. The group discussions give participants the opportunities to share their experience while role-playing helps the practice and application of concepts and approaches learned through the course.

Learning Outcome

  1. Determine service delivery gaps through analysing the service challenges   

  2. Design a structured service recovery framework to mitigate the gaps in service delivery

  3. Implement service recovery framework through cascading the framework including policies and procedures to the respective stakeholders       

  4. Assess impact of service recovery strategies using a set of criteria

Suitable for

  • Retail Manager, Store Manager / Assistant Manager, Supervisor, Team Lead in the daily business activities of retail store

  • Industry practitioners who have the relevant work experience from other service industries or sectors wanting to enhance their knowledge and skills, wanting to expand their job portfolio or are seeking national certification/qualification in the Retail industry.

  • Career switchers with managerial or leadership experience, or individuals in other related industries or wanting to join the retail industry

Course Fee

Funding Source
Course Fees
SkillsFuture Funding
Total Nett Fee
GST (8%)
Total Fee Payable to SCCIOB
SME-sponsored Local Employees (i.e Singapore Citizen & Permanent Residents)
SkillsFuture Enhanced Training Support for SMEs
Employer-sponsored and Self-sponsored Singapore Citizens aged 40 years and above
SkillsFuture Mid-Career Enhanced Subsidy
Singapore Citizens & Permanent Residents
SkillsFuture Funding (Baseline)


Synchronous e-learning
In-Classroom Training
TGS Code
Course Support Period
23 Jan 2020 to 22 Jan 2024


On the Phone

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During the development of the profession, we will help you find an internship to consolidate the acquired skills and gain practical experience.

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