Our Programmes
Respond to Service Challenges
Equips learners 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.
Module 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
Methodology
Lessons are conducted in a structured yet pragmatic manner as lectures are blended with group discussions, role-plays and individual assessments. The group discussions give participants the opportunities to share their experience while role-playing helps the practice and application of concepts and approaches learned through the course.
Target Participants:
Customer-facing staff, Customer Service Representatives, Call Center Officers, Store Advisors and Service Crew who are keen to raise personal service standards and enhance career progression opportunities.
Medium of Instruction:
English
Total Training Hours: 16 hours (2 days)
Assessment and Certification
Participants who achieve at least 75% attendance and pass the end-of-course assessment will be awarded the Statement of Attainment
(FOR ALL 16 Hours course)
Participants who achieve 100% attendance and pass the end-of-course assessment will be awarded the Statement of Attainment
(FOR ALL 4/ 8 Hours course)
Course Schedule
Upcoming Dates:
Please call 63341080 for more information
Time:
9.00am to 6.00pm
Mode of Delivery:
Classroom LearningUPCOMING DATES:
Please call 63341080 for more information
TIME:
TBA
Mode of Delivery:
TBA
Total Training Hours: 16 hours (2 days)
Registration Closing Date: 7 days before course commencement
Course Fees
| Category | Singapore Citizens & Permanent Residents | Employer-sponsored and Self-sponsored Singapore Citizens aged 40 years and above | SME-sponsored Local Employees (i.e Singapore Citizen & Permanent Residents) |
|---|---|---|---|
| Course Fees | $310.00 | $310.00 | $310.00 |
| GST (9%) | $27.90 | $27.90 | $27.90 |
| Total Fee Payable to SCCIOB | $337.90 | $337.90 | $337.90 |
Prices shown are not inclusive of application fee and/or any other additional fees that may be stipulated.
|
UTAP - Get up to 50% Nett Course Fee support as an NTUC Member! |
| In-Classroom Training | Synchronous e-learning | |
|---|---|---|
| TGS Code | - | - |
| Course Support Period | - | - |
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