تفاصيل الدورة
This workshop equips one with the necessary skills and knowledge essential for service staff to respond to challenging service situations with the usage of appropriate verbal and non-verbal communication techniques. These include recognising triggers which may lead to service challenges, using service recovery procedures to respond to the challenges and escalating unresolved service challenges.
Course Content
- Recognise triggers in the service environment that may lead to potential service challenges
- Use service recovery procedures to respond to service challenges in accordance with organisation’s guidelines
- Using service recovery procedures to respond to escalating unresolved service challenges in accordance with the organisation’s guidelines
Target Audience
This course is suitable for Customer-facing staff, Customer Service Representatives, Call Center Officers, Store Advisors and Service Crew
Assessment and Certificate
Upon successful completion, participant will receive a WSQ Statement of Attainment.
تحديث بتاريخ 08 November, 2015نبذة عن معهد Singapore Chinese Chamber Institute Of Business
The Institute caters to the learning and development needs of a wide variety of trainees and students, including industry/company leaders, senior managers and working professionals, both local and international. The programmes offered can be broadly classified under business studies, language & culture studies, skills training and customised programmes. Being a wholly owned subsidiary of SCCCI, most of our programmes are run in Mandarin, to cater to the needs of SMEs and the Chinese business community.
عرض الجميع دورات Singapore Chinese Chamber Institute Of Business