Course Title

Drive Service Quality and Customer Satisfaction

Course Objectives

The Drive Service Quality and Customer Satisfaction course covers knowledge and application skills in the assessment of the service quality and customer satisfaction levels within an organisation. It involves the identification of relevant benchmark criteria and key performance indicators to monitor and manage customer information for service excellence.

What will you learn

• 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

Course Content

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

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

Communicate service quality and customer satisfaction performance to stakeholders

• Adjust communication methods to suit target audience
• Highlight service performance gaps
• Share improvement plans to bridge service performance gaps

Who should attend this course

• Vice President
• Customer Experience Directors
• Regional Directors
• Marketing and Communications Directors

Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).