Need help? We are glad to help you
Find out how to contact us here.
Domain:
Service Delivery; Our Core Competencies
Content Type:
eLearning
Course Code:
ELBSR13
Remark:
This e-learning programme is open for registration
throughout the year. It will take place on LEARN Digital Classroom (LEARN DC),
a one-stop space for you to access your
virtual classroom sessions, programme-related online learning materials,
quizzes and assignments, as well as meet your classmates for discussions. You do not need a LEARN account to access this programme.
You will have up to 90 days to complete each
e-learning programme. Thereafter, the access will expire and you will need to
re-register for the e-learning programme to gain access for another 90 days.
Request to withdraw or replace learners for
approved registrations will not be accepted.
Who Should Attend:
You are a Singapore Public Officer who is keen on Service Excellence.
Programme Overview
In this course, you will learn that how you react in a service recovery situation can affect customer loyalty. You will also learn to anticipate service recovery situations and set up systems in advance to ensure a smooth recovery.
You will find new ways to improve your service and create more service value for your customers and colleagues.
You will find new ways to improve your service and create more service value for your customers and colleagues.
Learning Outcomes
- Understand why upset customers can be a tragedy or an opportunity
- Understand how your attitudes and actions will make the difference
- Recognise the three actions you must take to earn higher levels of loyalty in service recovery situations
Last updated:
- Identify the three key steps in effective service recovery
- Learn how to bounce UP to higher levels of loyalty than ever before
- Learn how to turn angry complaints into sincere compliments