Respond to Service Challenges هذه الدورة تدرس باللغة الإنجليزية

تفاصيل الدورة

This programme covers the skills and knowledge required for service staff to respond to challenging service situations with the use of appropriate verbal and non-verbal communication techniques. It involves recognising triggers which may lead to service challenges, use of service recovery procedures to respond to the challenges and escalating unresolved service challenges.

The programme covers:

• 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 guidelines
• Escalate unresolved service challenges in accordance with the organisation’s guidelines

The main target audience are for Customer-facing staff, Customer Service Representatives, Call Centre Officers, Store Advisors and Service Crew.

This is one of the core modules leading to the WSQ Certificate in Service Excellence (Level 1). 

Entry Requirements 

Be able to speak, listen and read English at a proficiency level not lower than the Employability Skills Workforce Skills Qualification (ES WSQ) Workplace Literacy Level 3.