Respond to Service Challenges (Service Challenges) (Synchronous e-learning)
Course Code: TGS-2021002683 | SSG Funded
This course 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.
Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).
- 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
- Escalate unresolved service challenges in accordance with the organisation’s guidelines
Recognise triggers in the service environment that may lead to potential service challenges
-
List the various possible triggers that can cause service challenges, such as poor product / service quality, long waiting time, lack of communication and rude / unhelpful staff
-
Understand the benefits of handling service challenges well and the consequences of not doing so, such as its impact on customer loyalty and word-of-mouth
Use service recovery procedures to respond to service challenges in accordance with organisation guidelines
-
Apply appropriate verbal and non-verbal communication in responding to service challenges
-
Follow service recovery procedures in acknowledging, listening, empathising, resolving and closing service challenges to rebuild trust and confidence in the organisation
Escalate unresolved service challenges in accordance with the organisation’s guidelines
-
Know when and to whom the service challenges need to be escalated, in line with the organisation’s guidelines on escalation channels and empowerment policy
-
Escalate the service challenges with relevant information such as the details of the issues, profile of the customers and actions taken so far to resolve them
Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.
This course is suitable for customer-facing staff, customer service representatives, call centre officers, store advisors, and service crew.
Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm
| Type | Individual Sponsored | Company Sponsored | ||||
| Non-SME | SME | |||||
| Before GST | After GST | Before GST | After GST | Before GST | After GST | |
| Full Course Fee (Foreigners / Non-Eligible Participants) | $420.00 | $457.80 | $420.00 | $457.80 | $420.00 | $457.80 |
| Singapore Citizens (Aged 21 to 39 years old) | $210.00 | $247.80 | $210.00 | $247.80 | $126.00 | $163.80 |
| Singapore Permanent Residents | $210.00 | $247.80 | $210.00 | $247.80 | $126.00 | $163.80 |
| Singapore Citizens (Aged 40 years old and above) | $126.00 | $163.80 | $126.00 | $163.80 | $126.00 | $163.80 |
Skill Code: RET-CEX-1008-1.1
Skill Title: Service Challenges-1
Funding valid till 17 Feb 2027
* Please click HERE for detailed information on general terms and conditions.
* Please click HERE for detailed information on course fee funding schemes, SkillsFuture credit, and complete listing of funded courses. This course is eligible for use of SkillsFuture credit.
- 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
- Escalate unresolved service challenges in accordance with the organisation’s guidelines
Recognise triggers in the service environment that may lead to potential service challenges
-
List the various possible triggers that can cause service challenges, such as poor product / service quality, long waiting time, lack of communication and rude / unhelpful staff
-
Understand the benefits of handling service challenges well and the consequences of not doing so, such as its impact on customer loyalty and word-of-mouth
Use service recovery procedures to respond to service challenges in accordance with organisation guidelines
-
Apply appropriate verbal and non-verbal communication in responding to service challenges
-
Follow service recovery procedures in acknowledging, listening, empathising, resolving and closing service challenges to rebuild trust and confidence in the organisation
Escalate unresolved service challenges in accordance with the organisation’s guidelines
-
Know when and to whom the service challenges need to be escalated, in line with the organisation’s guidelines on escalation channels and empowerment policy
-
Escalate the service challenges with relevant information such as the details of the issues, profile of the customers and actions taken so far to resolve them
Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.
This course is suitable for customer-facing staff, customer service representatives, call centre officers, store advisors, and service crew.
Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm
| Type | Individual Sponsored | Company Sponsored | ||||
| Non-SME | SME | |||||
| Before GST | After GST | Before GST | After GST | Before GST | After GST | |
| Full Course Fee (Foreigners / Non-Eligible Participants) | $420.00 | $457.80 | $420.00 | $457.80 | $420.00 | $457.80 |
| Singapore Citizens (Aged 21 to 39 years old) | $210.00 | $247.80 | $210.00 | $247.80 | $126.00 | $163.80 |
| Singapore Permanent Residents | $210.00 | $247.80 | $210.00 | $247.80 | $126.00 | $163.80 |
| Singapore Citizens (Aged 40 years old and above) | $126.00 | $163.80 | $126.00 | $163.80 | $126.00 | $163.80 |
Skill Code: RET-CEX-1008-1.1
Skill Title: Service Challenges-1
Funding valid till 17 Feb 2027
* Please click HERE for detailed information on general terms and conditions.
* Please click HERE for detailed information on course fee funding schemes, SkillsFuture credit, and complete listing of funded courses. This course is eligible for use of SkillsFuture credit.
Course Application
| Details | Registration |
|---|---|
|
June 20, 2026 - June 21, 2026 (9:00 am - 6:00 pm)
[Online - Weekend]
|
Register Now |
|
June 25, 2026 - June 26, 2026 (9:00 am - 6:00 pm)
[Online - Weekday]
|
Register Now |
|
July 13, 2026 - July 14, 2026 (9:00 am - 6:00 pm)
[Online - Weekday]
|
Register Now |
|
October 21, 2026 - October 22, 2026 (9:00 am - 6:00 pm)
[Online - Weekday]
|
Register Now |
