Service Challenges (SF - Manager) [Classroom Facilitated, Synchronous E-Learning]
About This Course
In the dynamic world of customer service, the ability to effectively manage and recover from service failures is critical for maintaining trust and loyalty. This 16-hour course equips participants with the knowledge and skills required to analyse service challenges, design a robust service recovery framework, and implement strategies that drive customer satisfaction and operational excellence.
Through interactive discussions, case studies, and hands-on activities, participants will explore best practices for creating frameworks that not only resolve issues but also prevent future occurrences. By the end of the course, participants will be empowered to cascade these frameworks effectively across teams and evaluate their impact on organizational success.
What You'll Learn
1) analyse service challenges to ascertain service delivery gaps.
2) develop service recovery framework to address service delivery gaps.
3) cascade service recovery framework to stakeholders.
4) evaluate the effectiveness of service recovery strategies.
Entry Requirements
- GCE 'O' level Credit (at least C6) in English and Mathematics or Workplace Literacy and Numeracy (WPLN) score: Level 6 for Reading, Listening and Numeracy