Respond to Service Challenges

Course details

This unit 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.

Key Benefits

• 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

Course Contents

• 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

Learning Methodology

Experiential methods of learning will be applied to enable participants to learn and practice the concepts and skills taught during the programme:

• Mini-lectures
• Group discussions
• Role-plays
• Quizzes
• Videos

Participants are required to undertake assessments which may take the form of:

• Learning journal
• Role-play
• Oral question

Participants who fulfill all requirements will receive a Statement of Attainment (SOA) issued by the Singapore Workforce Development Agency (WDA)

Who Should Attend

• Customer-facing staff
• Customer Service Representatives
• Call Centre Officers
• Store Advisors
• Service Crew