Course Content
Develop service recovery frameworks, cascade service recovery procedures and evaluate impact of the strategies.
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Analyse service challenges to ascertain service delivery gaps
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Develop service recovery framework to address service delivery gaps
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Cascade service recovery framework to stakeholders
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Evaluate the effectiveness of service recovery strategies
Methodology
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
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Determine service delivery gaps through analysing the service challenges
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Design a structured service recovery framework to mitigate the gaps in service delivery
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Implement service recovery framework through cascading the framework including policies and procedures to the respective stakeholders
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Assess impact of service recovery strategies using a set of criteria
Suitable for
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Retail Manager, Store Manager / Assistant Manager, Supervisor, Team Lead in the daily business activities of retail store
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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.
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Career switchers with managerial or leadership experience, or individuals in other related industries or wanting to join the retail industry
Course Fee
Category | 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 | $540.00 | $378.00 | $162.00 | $43.20 | $205.20 |
Employer-sponsored and Self-sponsored Singapore Citizens aged 40 years and above | SkillsFuture Mid-Career Enhanced Subsidy | $540.00 | $378.00 | $162.00 | $43.20 | $205.20 |
Singapore Citizens & Permanent Residents | SkillsFuture Funding (Baseline) | $540.00 | $270.00 | $270.00 | $43.20 | $313.20 |
Details
Details | Synchronous e-learning | In-Classroom Training |
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TGS Code | TGS-2020503379
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Course Support Period | 23 Jan 2020 to 22 Jan 2024 | - |
