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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 75% attendance and pass the end-of-course assessment will be awarded the Statement of Attainment

Course Schedule

UPCOMING DATES:

TBA

TIME:

TBA

TRAINING FORMAT:

TBA

Total Training Hours: 16 hours (2 days)
Registration Closing Date: 7 days before course commencement

Course Fees

  Singapore Citizens (21-39 Yrs Old)
& Permanent Residents (21 & above)
SG Citizens ≥ 40Yrs /
SME Sponsored
Full Course Fees (incl. 7% GST) $331.70 $331.70
Training Grant $248.00 $279.00
Amount Payable (incl. 7% GST) $83.70 $52.70

Prices shown are not inclusive of application fee and/or any other additional fees that may be stipulated.

Course fees can be offset by using your SkillsFuture Credit!

 

  In-Classroom Training Synchronous e-learning
TGS Code TGS-2020513683 TGS-2019503626
Course Support Period 28 Nov 2020 to 27 Sep 2022 01 Sep 2019 to 19 Jun 2023

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