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
Updated on 12 August, 2015

About Service Quality Centre

Established in 1990, We_They rich heritage is derived from founding partners, Singapore Airlines (SIA), one of the world’s leading carriers listed in Fortune 500 and an internationally respected brand; and SPRING Singapore (the former Standards, Productivity and Innovation Board), a government enterprise development agency that develops and promotes internationally recognised standards and quality assurance.

With the best of SIA’s service philosophy infused with SPRING’s experience in setting standards for business excellence and innovation, We_They delivered the business advantage that organisations – public and private, large and small – needed to provide outstanding customer value, quality and performance.

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