Course Overview
This program will equip participants with skills and knowledge to respond effectively in challenging service situations. Service professionals are encouraged to demonstrate positive verbal and non-verbal communication skills during interaction with customers and when identifying issues leading to the service challenges. Organisational service recovery and escalation procedures in response to service challenges are also shared and practiced.
Course Objectives
At the end of the programme, participants will be able to:
- 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 organisational guidelines
- Escalate unresolved service challenges in accordance with organisational guidelines
Pre-requisites
- Participants should be able to speak, listen and read English at a proficiency level not lower than the Employability Skills Workforce Skills Qualification (ES WSQ) Workplace Literacy (WPL) Level 3.
- Hardware & Software
This course will be conducted as a Virtual Live Class (VLC) via Zoom platform. Participants must own a zoom account and have a laptop or a desktop with “Zoom Client for Meetings” installed. This can be downloaded from https://zoom.us/download
System Requirement |
Must Have:
Please ensure that your computer or laptop meets the following requirements.
Good to Have:
Not Recommended: Using tablets is not recommended due to their smaller screen size, which could cause eye strain and discomfort over the course of the program's duration. |
Course Outline
1. Organisations Procedures for Responding to Service Challenges
In this segment, learners will gain awareness of organisational guidelines and standards. They will be introduced to possible service lapses and ways to escalate these issues in accordance with their organisations guidelines. Steps in service recovery procedures are shared and practiced in an anchoring activity.
2. Issues that Trigger Service Challenges
In this segment, learners will discover possible triggers and hot buttons that lead to service challenges. They will learn to remain C.A.L.M. and professional in handling the negative emotions during these service situations.
3. Responding to Service Challenges Professionally
Verbal and non-verbal communication skills in handling emotional customers are shared and practiced in this segment. Learners will gain knowledge in showing C.A.R.E. while they respond to the service situations professionally.
Certificate Obtained and Conferred by
Participants who have successfully demonstrated competence in all the knowledge and skills requirements in this programme will be awarded with a Statement of Attainment (SOA) by SkillsFuture Singapore (SSG). This programme is offered on a modular basis only.
- Mapped to Service Challenges L1 (SF): Respond to Service Challenges
Categories
Subjects
More Information
- NTUC LearningHub
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