The Art of Service Recovery

The Art of Service Recovery

KWSH-GOV-28 (Intermediate)

Course Overview

The objective of this course is to highlight the goal of service recovery. Learners will gain the understanding of service breakdowns from a customers’ viewpoint and use the knowledge gained as a competitive tool. The course will cover the following areas:

  1. Understanding what is service recovery
  2. Importance of service recovery
  3. Benefits of service recovery
  4. What happens in service recovery
  5. Communication strategies in service recovery
  6. Taking the HEAT
  7. Role play

Target Participants

For all Healthcare Frontline and back end Operational as service excellence needs to permeate through the whole organisation for a culture of service excellence to be developed

Course Details

Date/ Time

Run 4: 17 July 2020

Run 5: 9 November 2020


Time: 9 AM to 6.00 PM


Kwong Wai Shiu Hospital

705 Serangoon Road

Singapore 328127

Course Trainers

KWSH is delivering the course in partnership with the Parkway College

Mr Jahangeer Jamaludden

Mr Jahangeer Jamaludden is the director of Parkway College of Nursing & Allied Health Pte Ltd. He is specialised in organisational development and organisational’s training needs. He has conducted several corporate training programmes (eg. Career Planning and Coaching, Interviewing Skills, First Line Management, Teambuilding and Customer Service) in Singapore, Malaysia, Vietnam, Abu Dhabi, China and Kazakhstan

He also develops and conducts in-house programmes on leadership, teambuilding, customer service and other quality related training programmes. Jahan works closely with Skillsfuture Singapore to implement competency based learning and assessment for organization.

Course Fees: $257.89 (inclusive of 7% GST)

Prevailing course fee subsidy at 90% for Singaporeans/ PRs and 45% for foreign staff working in eligible community care organisations.

Please register for the course via AIC Learning Management System. Go to the following URL:

Contact us:

(65) 6422-1300