Respond to Service Challenges (Service Challenges) (16 hrs)

• 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

Skill Code: RET-CEX-1008-1.1
Skill Title: Service Challenges-1
Funding validity period: 27 Jan 2020 – 25 Jul 2025
* 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.