Respond to Service Challenge(SF)

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

LO1: Identify triggers that may lead to potential service challenges (K1, K2, A1)
LO2: Respond to service challenges by following service recovery procedures (K3, A2)
LO3: Handle service challenges with effective communication and resilience (K4)
LO4: Escalate unresolved service challenges and improve service performance (K5, A3)

Course Mode

Classroom

Course Code

TGS-2020503970

SKILL CODE: RET-CEX-1008-1.1

SKILL TITLE: Service Challenges

Course Duration

14.00 hours, 2 Days

Certificate Obtained and Conferred by

Statement of Attainment (SOA) from SkillsFuture Singapore (SSG)

Download Course Brochure here

Categories: Career, PROGRESSIVE WAGE MODEL (PWM) for Retail Sector, PROGRESSIVE WAGE MODEL COURSES(PWM), Retail Operation (Level 1), Service Excellence Tags: customer, hotels, retail, service, skillsfuture, skillsfuturecredits, wsq

Funding Chart
Course Funding

Funding Chart

	Individual Sponsored		Company Sponsored
			Non-SME		SME
	w/o GST	w GST	w/o GST	w GST	w/o GST	w GST
Original Course Fee	$330.00	$356.40	$330.00	$356.40	$$330.00	$356.40
Singapore Citizens & PRs aged 21 years and above	$165.00	$191.40	$165.00	$191.40	$99.00	$125.40
Singapore Citizens aged 40 years and above (Mid-Career Enhanced Subsidy)	$99.00	$125.40	$99.00	$125.40	$99.00	$125.40

Course Funding

Singaporeans and Permanent Residents (PRs) above the age of 21 are eligible for SSG funding. The funding amount is between 50-70% of course fees, depending on age and income-level.
Terms and conditions apply for funding. You must successfully complete the course in order to be eligible for funding. In the event you do not pass the course, you will need to make payment of the full course fee.
Skillsfuture Credit Eligible.