SVCF WSQ - Respond to Service Challenges

Course details

This WSQ Service Excellence Competency Framework module 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.

Upon successful completion of the workshop, participants will be awarded with a Statement of Attainment (SOA) issued by the Singapore Workforce Development Agency.

Course Objectives

1. Recognise triggers in the service environment that may lead to potential service challenges
2. Use service recovery procedures to respond to service challenges in accordance with organisation guidelines
3. Escalate unresolved service challenges in accordance with the organisation’s guidelines

Course Outline

What triggers in the service environment

• Poor attitude of staff, Long waiting times / queues, unresolved issues or problems, poor product or service quality, etc

Types of service challenges:

• Customer complaints on products or services, negative feedback from customers on services, etc

Importance of responding to service challenges

• Improving number of satisfied customers, maintaining or salvaging organisation’s reputation,
• Improving internal complaint handling, etc

Types of service recovery methods

• Listening to the customer to identify the cause of the service challenge, using verbal and non-verbal communication to address service challenge, etc

Principles of effective communication

• Confirming that communication has been received and understood, etc

Escalate unresolved service challenges

• Systems to capture service challenges, immediate superiors, etc

Who Should Attend

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