Respond to Service Challenges

Course details

“Customers don’t expect you to be perfect. They expect you to fix things when it goes wrong.”  – Donald Porter, VP British Airways

Customer service is never easy! One has to work under the prescribed organisation’s “policies” and “resources”, relate to different types of customers with varying needs and expectations, as well as having to manage changing dynamics of the environment, and the ever changing demands. But what happens if service fails? Or if customer turns nasty?

In this course, you will learn to manage the various aspects of service challenges by optimising resources and maintaining a smooth operation process, in order to deliver good service despite all odds.

Target Audience:

This course is for service staff from various service industry sectors. However, it is recognised that service is extended not just to external customers but internal customers as well.

What You Will Learn:

• Identify service triggers & put in preventive measures to avoid unpleasant service encounters
• How to work within the service environment that you are in & maximise the best for your customers
• Skills in managing customers dissatisfaction & take action to service recover

Course Outline:

Knowing Your Service Operating Environment

• Maximising the best of the resources
• Your organisations’ service standards & policies
• Working within boundary markers

Identify the 4 Ps that Trigger Unpleasant Service Encounters

• Product & service offerings
• People issues
• Perceptions of customers
• Place

Managing Service Challenges

• Identify the types of customer complaints
• What does customer really want?
• Negative feedback on service delivery
• How to respond to negative feedback

Recover the Service, Retain Your Customer

• Understand your organisation’s service recovery process
• Taking action to “fix the broken”
• Knowing the outcome that customer wants

Effective Communication Skills in Managing Service Recovery

• Non verbal communications speaks louder!
• Understanding the pycho-emotional state of your customer
• The power of active listening
• Use of magical words

Service Escalation Channel

• What if all fails at your level?
• The seriousness of unresolved issues
• Action & follow-up

Methodology: Mini lectures, interactive activities, group / inpidual exercises, role-plays, independent learning sessions & mutual sharing / feedback sessions 

Requirements: Employability Skills WSQ – Workplace Literacy Level 3 or N-Level English

Teacher & Student Ratio: 1:25 (maximum capacity)