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 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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