Respond to Service Challenges (Service Challenges) (Synchronous e-learning) (16 hrs)

Course Code: CRS-Q-0039442-RET

*Online Course*

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

The course will be conducted through online LIVE streaming via Zoom. 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

Course Fee : $310.00
Nett Fee Incl. 7% GST : $331.70
Nett Fee after Training Grant* : $52.70 (SMEs) | $83.70 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $52.70

Enhanced Absentee Payroll (w.e.f 1st May 2020)

For SMEs / Non-SMEs (90% of hourly basic salary, capped at $10 per trainee-hour) : $160.00

* 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.

Key Benefits
  • 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
Course Contents

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
Learning Methodology

The course will be conducted through online LIVE streaming via Zoom. Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.

Who Should Attend

This course is suitable for customer-facing staff, customer service representatives, call centre officers, store advisors, and service crew.

Course Details

Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm

Course Fee : $310.00
Nett Fee Incl. 7% GST : $331.70
Nett Fee after Training Grant* : $52.70 (SMEs) | $83.70 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $52.70

Enhanced Absentee Payroll (w.e.f 1st May 2020)

For SMEs / Non-SMEs (90% of hourly basic salary, capped at $10 per trainee-hour) : $160.00

* 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
February 24, 2020 - February 25, 2020 (9:00 am - 6:00 pm) Closed
June 15, 2020 - June 19, 2020 (9:00 am - 1:00 pm) Online LIVE stream via Zoom
[Dates : Jun 15, 16, 18 & 19]
Closed
August 20, 2020 - August 21, 2020 (9:00 am - 6:00 pm) Online LIVE stream via Zoom Register Now
October 22, 2020 - October 23, 2020 (9:00 am - 6:00 pm) Online LIVE stream via Zoom Register Now
December 3, 2020 - December 4, 2020 (9:00 am - 6:00 pm) Online LIVE stream via Zoom Register Now