Handling Difficult Customers and Service Challenges
Training Provider: IMAGEWORKS PTE. LTD.
Course Reference: TGS-2019503312
S$120
Original: S$240
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About This Course
Equip learners with knowledge and skills to respond to challenging service situations through the recognition of triggers, effective communication, and activation of service recovery and escalation procedures.
What You'll Learn
A) Examine the triggers that lead to service challenges
1: Identify the triggers that anger or upset customers
2: Analyse the dimensions of unmet expectations that can lead to different types of service challenges
B) Respond to service challenges through effective management and communication
3: Review the importance of responding promptly to unhappy customers
4: Keep calm and carry on by managing personal emotions
5: Apply principles of effective communication to project the correct visual, verbal and vocal messages
C) Activate service recovery and escalation procedures
6: Resolve service challenges through service recovery procedures
7: Escalate unresolved service challenges through proper channels and procedures
1: Identify the triggers that anger or upset customers
2: Analyse the dimensions of unmet expectations that can lead to different types of service challenges
B) Respond to service challenges through effective management and communication
3: Review the importance of responding promptly to unhappy customers
4: Keep calm and carry on by managing personal emotions
5: Apply principles of effective communication to project the correct visual, verbal and vocal messages
C) Activate service recovery and escalation procedures
6: Resolve service challenges through service recovery procedures
7: Escalate unresolved service challenges through proper channels and procedures
Entry Requirements
Learners should be able to
- listen to, speak, read and write English at a proficiency level equivalent to the Employability Skills System Workplace Literacy (WPL) Level 3;
- use numeracy skills equivalent to the Employability Skills System Workplace Numeracy (WPN) Level 3; and
- possess basic IT proficiency
Course Details
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