Respond to Service Challenges (Service Challenges)

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

Course Code: TGS-2019504473 | SSG Funded

Note: Classroom-based learning will be conducted through virtual classroom until further notice. Terms and conditions apply.

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

With effect from 1 Jan 2024

TypeIndividuals
Singapore Citizens and Permanent Residents (Aged ≥ 21 years old)Employer-sponsored and Self-Sponsored Singapore Citizens aged ≥ 40 years oldSME-sponsored Singapore Citizens and Permanent ResidentsNon-SME-sponsored Singapore Citizens and Permanent Residents
Type of Funding
SkillsFuture Funding (Baseline)SkillsFuture Mid-career Enhanced SubsidySkillsFuture Enhanced Training Support for SMEsSkillsFuture Training Support for Non-SMEs
Course Fee$420.00$420.00$420.00$420.00
Less: SkillsFuture Funding$210.00$294.00$294.00$210.00
Total Nett Fee$210.00$126.00$126.00$210.00
Add: GST @ 9% of Course Fee$37.80$37.80$37.80$37.80
Total Fee Payable to SQC$247.80$163.80$163.80$247.80

Skill Code: RET-CEX-1008-1.1
Skill Title: Service Challenges-1
Funding valid till 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.

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

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

With effect from 1 Jan 2024

TypeIndividuals
Singapore Citizens and Permanent Residents (Aged ≥ 21 years old)Employer-sponsored and Self-Sponsored Singapore Citizens aged ≥ 40 years oldSME-sponsored Singapore Citizens and Permanent ResidentsNon-SME-sponsored Singapore Citizens and Permanent Residents
Type of Funding
SkillsFuture Funding (Baseline)SkillsFuture Mid-career Enhanced SubsidySkillsFuture Enhanced Training Support for SMEsSkillsFuture Training Support for Non-SMEs
Course Fee$420.00$420.00$420.00$420.00
Less: SkillsFuture Funding$210.00$294.00$294.00$210.00
Total Nett Fee$210.00$126.00$126.00$210.00
Add: GST @ 9% of Course Fee$37.80$37.80$37.80$37.80
Total Fee Payable to SQC$247.80$163.80$163.80$247.80

Skill Code: RET-CEX-1008-1.1
Skill Title: Service Challenges-1
Funding valid till 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.

Course Application

Details Registration
January 15, 2024 - January 16, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
Closed
February 19, 2024 - February 20, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
Closed
March 14, 2024 - March 15, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
Closed
April 16, 2024 - April 17, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
Closed
May 14, 2024 - May 15, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
Closed
June 12, 2024 - June 13, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
Closed
July 16, 2024 - July 17, 2024 (9:00 am - 6:00 pm)
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August 15, 2024 - August 16, 2024 (9:00 am - 6:00 pm)
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September 18, 2024 - September 19, 2024 (9:00 am - 6:00 pm)
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October 10, 2024 - October 11, 2024 (9:00 am - 6:00 pm)
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November 12, 2024 - November 13, 2024 (9:00 am - 6:00 pm)
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December 5, 2024 - December 6, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
Register Now