SkillsFuture Singapore (SSG)

This skill unit specifies the skills by service leader to analyse customer data to improve the organisation’s level of service quality and customer satisfaction. It also includes analyzing service quality and customer satisfaction results and implementing improvement plans to close gaps. This skill unit also specifies the skills by service leader to develop a service recovery framework. It also includes analyzing service challenges to ascertain service delivery gaps, developing a service recovery framework, cascading the service recovery procedures to staff and evaluating the impact of the strategies.

The course pertains to the ability to understand: -Components of service quality and customer satisfaction framework -Sources of service quality and customer satisfaction data –Analyse service challenges to ascertain patterns that may impact service quality and customer satisfaction –Types of service performance gaps –Analyse service quality and customer satisfaction data against organsation benchmarks and industry standards to ascertain service performance gaps –Methods to close service performance gaps -Implement improvement plans to close service performance gaps –Methods to analyse service challenges –Components of a service recovery framework –Criteria to evaluate effectiveness of service recovery framework –Develop service recovery framework to address service delivery gaps –Evaluate the effectiveness of service recovery strategies to improve strategies –Methods for communicating finds and results to relevant stakeholders

Applicants should preferably:
1) be above 20 years of age and have 2 to 3 years of supervisory experience
2) have a comprehensive understanding of vision, mission, values, and business goals of an organisation
3) have secondary school education or should be able to speak, listen and read English at a proficiency level not lower than the Employability Skills Workforce Skills Qualification Workplace Literacy Level (WPL) 5.

Not Specified