Managing Service Quality

TGS-2019506389

NUS Business School

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Objectives

The course will explore the growth of services and the importance of managing customer experiences. The course will also examine drivers of customer loyalty and examine why service quality is an important determinant. We will also examine the use of technology in services. There will be some in class exercises to examine various elements of service quality as well as sharing of experiences .



Who Should Attend

- Managers; - Senior Managers; - Customer Experience Managers, - Service Managers




Entry Requirements

Polytechnic Diploma Holder or Basic Degree Holder.




Class Schedule




Tutorial Schedule

Same Day as Lecture




Lesson Delivery

a) Facilitated Learning - 6.5 hrs; b) Project - 6.5 hrs; c) Assessment - 1 hr.




Full Fees (before GST)

S$2000.00




Nett Fees payable after SSG Funding



International Participant Singapore Citizen 39 years old or younger Singapore Citizen 40 years or older eligible for MCES Singaporean PRs Enhanced Training Support for SMEs
Full Programme Fee S$2000.00 S$2000.00 S$2000.00 S$2000.00 S$2000.00
SSG Funding *
Eligible for Claim Period 1 Jul 2021 to 30 Sep 2024
- S$1400.00 S$1400.00 S$1400.00 S$1400.00
Nett Programme Fee S$2000.00 S$600.00 S$600.00 S$600.00 S$600.00
9% GST on Nett Programme Fee S$180.00 S$54.00 S$54.00 S$54.00 S$54.00
Total Nett Programme Fee Payable, Incl. GST S$2180.00 S$654.00 S$654.00 S$654.00 S$654.00
Less Additional Funding if Eligible Under Various Scheme - - S$400.00 - S$400.00
Total Nett Programme Fee, Incl. GST, after additional funding from the various funding schemes S$2180.00 S$654.00 S$254.00 S$654.00 S$254.00
*   Learners must pass all assessment components to be eligible for SSG funding. Please note that all external funding for courses is limited in duration and subject to availability.

** Please note that the mode of delivery is subject to change in light of the COVID-19 situation. Courses marked ‘online’ may have compulsory face-to-face sessions such as laboratory or hands-on components and details should be sought from the schools or departments before learners register for them.

Upcoming Course Dates
TBC

Delivery Mode**
Face-to-Face

Course Code
BIZ-MSQ

Funding Type
SSG Funding
Eligible for SkillsFuture Credit (SFC)
Alumni eVoucher (L3)

Type
Short Course

Stacks/ Bundles to
NA

Audit/Graded
Nil

Area of Interest
Business & Management