Service Challenges - L4 (Classroom)
TGS-2022017225
Course Overview
Identify the tangible and intangible expectations of customers/guests, sources of challenges and factors that have impact on customer/guest satisfaction and use methods developed to analyse causes of service challenges.
Explain and use the service recovery components to develop a service recovery framework which may include the service recovery strategies and procedures to close the service gaps identified.
Cascade the developed service recovery framework to stakeholders for effective implementations.
Identify and use pointers to evaluate and improve the service recovery framework developed for continuous improvement
Methodology: Lecture, class discussions, role plays, written project
A written project component is included in this module. Thus, participant needs to have a laptop with a word-processing app.
Training Type
Part-time (in-person training)
Tuesdays 6pm - 10pm | Saturdays 9am - 6pm
Mode of Assessment
Assignments, Role Play, Oral Questioning
Who Should Attend
· Individuals who are interested in this topic, particularly in the context of a hotel environment.
· New entrants to the hotel and accommodations sector
· Current industry professionals seeking to advance their skills; Supervisors and Managers
· Individuals seeking career transition opportunities
· Individuals who are customer service-oriented and possess an outgoing personality
Course Duration
5 Days
Total Training Duration (Hour)
25 Hours
Classroom training: 24 Hours (Day 1 - 4)
Assessment: 1 Hour (Day 5)
Dress code: Smart Casual (No slipper/sandals/singlets/shorts/bermudas/mini-skirts)
Course Outline
Unit 1 Understand service challenges
Unit 2 Service recovery framework
Unit 3 Communicating service recovery framework to stakeholders
Unit 4 Ensure continuous improvement on service recovery framework
Certification Obtained and Conferred by
Upon successful completion of the course, participants will be awarded a WSQ Statement of Attainment in this course. Participants are deemed to have successfully completed the course if they meet the required 75% attendance and competency standards.
Trainees who are Singapore Citizens and Permanent Residents can log in to MySkillsFuture portal using Singpass to download their e-Certs.
Pre-requisites
- GCE O-Level with a credit in English and Mathematics, OR
- WPLN level 5 for all 5 components (Reading, writing, speaking, listening and numeracy)
- An admission interview session will then be set up at a mutually agreed schedule to ascertain suitability and to verify all relevant information, including NRIC and copies of educational certificates and CVs.
Medium of Instruction & Trainer
English
Learning Specialist:
Ms Eve Lee
Funding Information
A. Course Fee Funding
Baseline course fee funding are available for self-sponsored Singapore Citizens and Permanent Resident
B. SkillsFuture Mid-Career Enhanced Subsidy (MCES)
Recognising that mid-career individuals may face greater challenges in undertaking training, the MCES is provided for Singaporeans aged 40 years old and above to upskill and reskill. As an employer, you will be eligible for up to 90% course fee funding when you sponsor your mid-career Singaporean employees for SSG-funded certifiable courses.
C. Enhanced Training Support for Small and Medium Enterprises (ETSS)
If your organisation is a Small and Medium Enterprise (SME), you will receive up to 90% course fee funding.
Eligibility criteria:
- Your organisation must be registered or incorporated in Singapore
- At least 30% of your organisation’s local shareholding must be held by Singapore Citizens or Singapore Permanent Residents
- Your organisation’s employment size must not exceed 200 (at group level), OR your organisation’s annual sales turnover (at group level) must not exceed S$100 million
- Sole proprietorships which meet all of the above criteria are also eligible
- Non-business entities not registered with ACRA, such as VWOs and societies are eligible
D. Absentee Payroll (AP) Funding
AP funding is a grant to help you defray the manpower costs incurred when you send your employees for training courses funded by SSG. For training outside working hours, AP funding is given to you to defray the overtime pay that was paid to your employees. To support organisations to send more workers for training and help their workforce emerge stronger post-COVID-19, the AP funding rate was enhanced to 80% of hourly basic salary, capped at $7.50 per hour. The enhanced AP funding rate will cease on 31 December 2021.
Eligibility criteria:
- Your organisation must be registered or incorporated in Singapore
- Non-business entities not registered with ACRA, such as VWOs and societies are eligible
- Sole proprietorships which meet all of the above criteria are also eligible
To qualify for course fee and absentee payroll funding, your employees must meet the following criteria:
- Must be Singapore Citizens or Singapore Permanent Residents
- Trainee is not a full-time national serviceman
- Courses have to be fully paid for by the employer
Additional Notes
Grant Validity: 01-12-2022 - 30-09-2025.
- Mode of Payment Skillsfuture Credit / Post-Secondary Education Account (PSEA -for age 30 and below) / PAYNOW | Interbank transfer (for Corporate enrolments only)
- Average teacher-student ratio - 1 : 15
- Courseware: Participants will receive a copy of course materials on the first day of class
Enrollment
Upon receiving your online registration form, ACE representative will be in touch with you within 3 working days to offer further detailed information on course information, available schedule, funding eligibility, entry requirements and attend to all your queries.
A face-to-face admission interview session at our campus will then be set up at a mutually agreed schedule to ascertain suitability and to verify all relevant information, including NRIC and copies of educational certificates and CVs.
Once you are offered a training place at ACE, you must complete the enrolment process which includes, but not limited to:
- Acknowledgement of letter of confirmation
- Retain an e-copy of Student Handbook
- Complete payment
Course Pre-Requisites
Price
| Course Fee Payable | ||
|---|---|---|
| Original Fee | Before GST | With GST (9%) |
| Course Fee | $550.00 | $599.50 |
| Individual Pricing (Fee payable to Training Provider) | Before GST | With GST (9%) |
| Baseline Funding for Diploma Level | $165.00 | $179.85 |
| Mid-Career Enhanced Subsidy for Singaporeans age 40 and above GST | $55.00 | $69.85 |
| Corporate Pricing (Fee payable to Training Provider) | ||
| Non-SME | Before GST | With GST (9%) |
| General Baseline Funding 70% for NON-SME | $165.00 | $179.85 |
| MCES for Non-SME | $55.00 | $69.85 |
| SME | Before GST | With GST (9%) |
| SME - Under Enhance Training Support for SMEs 90% | $55.00 | $69.85 |
Baseline SkillsFuture Funding* | 70%: $385.00
Nett Fee: $165.00
9% GST: $14.85 (W.E.F. 01/01/2024)
Nett Fee Payable (incl. gst): $179.85
Additional Funding if eligible under MCES** or SME***: $110.00
Total Nett Fee Payable for MCES / SME (incl. gst) : $69.85
The fee shown here represents the nett fee (incl. GST) payable after SkillsFuture funding.
Please contact us at support.ace@the-ascott.com on your eligibility and payable nett fee after 01 January 2022.
Changes to SkillsFuture Course Fee and Absentee Payroll Funding commencing on or after 1 January 2022, regardless of when enrolment takes place:
1. SkillsFuture Course Fee Funding
The revisions to course fee funding, applicable to all SSG-funded courses commencing on or after 1 Jan 2022, are as follows:
- Baseline course fee subsides will be simplified and streamlined across Professional, Manager, Executive and Technician (PMET) and non-PMET courses, at up to 70% of course fees for courses offered by SSG-appointed CET Centres, and up to 50% of course fees for certifiable courses approved by SSG.
- Enterprises that qualify for SSG’s enhanced subsidy schemes (SkillsFuture Mid-career Enhanced Subsidy and Enhanced Training Support for Small and Medium Enterprises (SMEs)) will receive an enhanced subsidy of up to 20%-points above the baseline course fee subsidies. This means up to 90% course fee subsidies in total, inclusive of enhanced funding for courses with the strongest manpower outcomes.
2. Absentee Payroll Funding
With effect from 1 Jan 2022, SSG will introduce a fixed Absentee Payroll (AP) rate at $4.50 per hour. We will also set a $100,000 cap on the maximum AP funding each organisation can claim each calendar year to ensure that the benefits are more evenly distributed across companies.
The revisions are summarised here: https://www.myskillsfuture.gov.sg/content/portal/en/career-resources/career-resources/education-career-personal-development/skillsfuture-funding-changes.html
Please note that prices are subjected to change.
