WSQRSC: SERVICE CHALLENGES L1 (SF): RESPOND TO SERVICE CHALLENGES
SERVICE CHALLENGES L1 (SF): RESPOND TO SERVICE CHALLENGES
Course Duration
Mode of Assessment
Participants would be assessed through learning activities conducted during the programme.
Who Should Attend
Frontline staff (i.e. customer service representatives, store advisors, service crew etc.) dealing with internal and/ or external customers.
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 Schedule
Next available schedule
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
Upon meeting at least 75% attendance and passing the assessment(s), participants will receive a Certificate of Completion from NTUC LearningHub.
Additional Details
Medium of Instruction & Trainer
English
Trainer: Trainee Ratio is 1: 24
Price:
|
Course Fee and Government Subsidies |
||||||
|
|
Individual Sponsored |
Company Sponsored |
||||
|
|
Non-SME |
SME |
||||
|
Before GST |
After GST |
Before GST |
After GST |
Before GST |
After GST |
|
|
Full Course Fee |
$330.00 |
$359.70 |
$330.00 |
$359.70 |
$330.00 |
$359.70 |
|
For Singapore Citizens aged 39 years and below |
$165.00 |
$194.70 |
$165.00 |
$194.70 |
$99.00 |
$128.70 |
|
For Singapore Citizens aged 40 years and above |
$99.00 |
$128.70 |
$99.00 |
$128.70 |
$99.00 |
$128.70 |
Funding Eligibility Criteria:
|
Individual Sponsored Trainee |
Company Sponsored Trainee |
|
|
Remarks:
|
Individual Sponsored Trainee |
Company Sponsored Trainee |
|
SkillsFuture Credit:
UTAP:
PSEA:
|
Absentee Payroll (AP) Funding:
|
Union Training Assistance Programme (UTAP)
NTUC members enjoy UTAP* benefit of up to $250 each year when you sign up for courses with NTUC LearningHub
* UTAP supports 50% of the course fees paid cap at $250 per year. You must be a union member throughout the course duration and at the time of claim. You must achieve a minimum of 75% attendance for each application and have sat for all prescribed examinations. Other terms and conditions apply.
Terms & Conditions apply. NTUC LearningHub reserve the right to make changes or improvements to any of the products described in this document without prior notice.
Prices are subject to other LHUB miscellaneous fees.
| Batch ID | Course Period | Course Title | Funding Available |
Duration (Hours) |
Session (Hours) |
Venue | Available Seats |
Online Payment |
|---|
What Others Also Enrolled In
SERVICE CHALLENGES L1 (SF): PROJECT A POSITIVE AND PROFESSIONAL IMAGE
View detail
CUSTOMER EXPERIENCE MANAGEMENT L2: CONTRIBUTE TO CUSTOMER SERVICE OVER VARIOUS PLATFORMS
View detail
SERVICE LEADERSHIP L1: DEMONSTRATE THE SERVICE VISION (MSF)
View detail
SERVICE EXCELLENCE L3: ESTABLISH RELATIONSHIPS FOR CUSTOMER CONFIDENCE
View detail
SERVICE PLANNING AND IMPLEMENTATION L1: IMPLEMENT OPERATIONS FOR SERVICE EXCELLENCE
View detail
PEOPLE AND RELATIONSHIP MANAGEMENT L3: MANAGE A DIVERSE SERVICE ENVIRONMENT POWERED BY JOHN MAXWELL
View detail
PEOPLE AND RELATIONSHIP MANAGEMENT L1: WORK IN A DIVERSE SERVICE ENVIRONMENT POWERED BY JOHN MAXWELL
View detail
SERVICE PLANNING AND IMPLEMENTATION L3: MANAGE OPERATIONS FOR SERVICE EXCELLENCE
View detail
SERVICE INFORMATION AND RESULTS L3: MANAGE SERVICE PERFORMANCE
View detail