WSQ Service Challenges | TGS-2020503379

Overview

Customers patronising retail outlets are increasingly demanding in seeking convenience, quality and value for their products and services. Technology has facilitated the accessibility of information and services for such customers. When retailers are unable to fulfil customer needs and wants, they provide feedback regarding the service delivery gaps. These service challenges will impact the positioning of the specific retailer in terms of customer experience. Customer-centric retailers should have a strategy to manage these challenges and integrate business continuity into their operations.

This module (Service Challenges) is about monitoring and prioritising customer preferences, setting quality levels, solving customer problems, preserving, and enhancing customer experience, via the process for service rehabilitation and continuing enhancements to the firm's operating procedures.

It is an SSG-approved 16-hour course delivered within a span of 2 days with 14 hours of training and 2 hours of assessment. Applicants may utilise their SkillsFuture credits for enrolment.

 

Objectives

On completion, participants are expected to have the abilities and knowledge in Technical Skill and Competencies (TSC) at the workplace. These include:

TSC (code): Service Challenges (RET-CEX-4008-1.1)

Abilities

 

AB1: Analyse service challenges to ascertain service delivery gaps.

 

AB2: Develop service recovery framework to address service delivery gaps.

 

AB3: Cascade service recovery framework to stakeholders.

 

AB4: Evaluate the effectiveness of service recovery strategies.

 

Knowledge

 

KN1: Sources of information on service challenges.

 

KN2: Methods to analyse service challenges.

 

KN3: Components of a service recovery framework.

 

KN4: Methods to cascade service recovery policies and procedures to stakeholders.

 

KN5: Criteria to evaluate effectiveness of service recovery framework.

 

 

Learning Outcomes

This unit covers knowledge and application skills in developing service recovery frameworks, cascading service recovery procedures and evaluating impact of the strategies.

 

Instructional Methodology

  • Case Study
  • Class Discussion
  • Group Discussion and Presentation
  • Lecture

Duration

Training Hours

14.0

Assessment Hours

2.0

Total Hours

16.0

 

 

·         Version: 1.0

·         Effective Date: Dec 2019

·         Author: SCCIOB

 

Introduction

Learning Unit (LU)

Content

LU 1

Service delivery gaps establishment

1.1

Sources of information

1.2

Service challenges and analysis methods

LU 2

Service recovery framework development

2.1

Service recovery framework

2.2

Service recovery and service gaps

LU 3

Service recovery framework implementation

3.1

Methods to cascade

3.2

Service recovery and stakeholders

LU 4

Service recovery strategies evaluation

4.1

Service recovery strategies and evaluation

 

Instructions to Candidate

 

Glossary

 

References

 

 

Candidates will be assessed for knowledge and skills acquired in this module. As part of the assessment, each candidate is required to:

  1. Complete a Written Assessment
  2. Complete a Case Study Assessment

Candidate will be considered competent when all learning outcomes/evidence are fulfilled as per assessment checklist.

Written Assessment:

                This is a summative, open-book assessment.

                The duration for this assessment is 60 minutes.

  Candidate will be considered competent if he/she is able to answer all questions correctly based on: AB1, AB4, KN1, KN2, KN3, KN4, KN5.

                Oral inquiry will be used should there be insufficient evidence for this assessment.

Case Study Assessment:

                This is a summative, open-book assessment.

                The duration for this assessment is 60 minutes.

  Candidate will be considered competent if he/she is able to answer all questions correctly based on: AB1, AB2, AB3, AB4, KN3, KN4, KN5.

                Oral inquiry will be used should there be insufficient evidence for this assessment.

 

This synchronous e-learning module forms part of the WSQ Diploma in Retail (Retail Operations).

MCES, Enhanced Training Support for SMEs and other schemes are available for applicants.