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.
1. Organisation’s 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 organisation’s 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.
Trainer : Trainee Ratio is 1:24.
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.
Individuals may enjoy UTAP and WTS funding. Terms and conditions apply. For more information, please contact us at +65 6336 LHUB (5482) or email email@example.com.
When you sign in to your SkillsConnect account, please use the course reference number CRS-Q-0026030-SVCF to find this course.
^Applicable for Singapore Citizen ABOVE 21 yrs & BELOW 40 yrs old / Singapore PRs
Prices are inclusive of GST and subject to other LHUB miscellaneous fees