Course details
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.
Updated on 08 November, 2015Course Location
About 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.
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