Service Challenges (WSQ)
Training Provider: MINDFORCE ACADEMY PTE. LIMITED
Course Reference: TGS-2019503789
S$145
Original: S$290
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About This Course
This unit covers the skills and knowledge required for service staff to respond to challenging service situations with the use of appropriate verbal and non-verbal communication techniques. It involves recognising triggers which may lead to service challenges, use of service recovery procedures to respond to the challenges and escalating unresolved service challenges.
What You'll Learn
1) Use service recovery procedures to respond to service challenges in accordance with organisation guidelines
2) Escalate unresolved service challenges using appropriate channels in accordance with the organisation’s guidelines
3) Demonstrate resilience in the handling of service challenges
* Types of triggers in the service environment * Types of service challenges * Importance of responding to service challenges * Principles of effective communication * Method to escalate service challenges * Service escalation channels * Resilience and methods to demonstrate resilience
4) Strive for win-win outcomes when handling service challenges
5) Identify and suggest areas of improvement that may arise out of service challenges
6) Empathise with customers while facing service challenges to prevent situation from escalating
7) Keep abreast of latest products and services and service delivery procedures to avoid creating service challenges
8) Reflect on own handling of service challenges to improve performance in future situations
8) Monitor own service delivery to avoid creating situations that may give rise to service challenges
2) Escalate unresolved service challenges using appropriate channels in accordance with the organisation’s guidelines
3) Demonstrate resilience in the handling of service challenges
* Types of triggers in the service environment * Types of service challenges * Importance of responding to service challenges * Principles of effective communication * Method to escalate service challenges * Service escalation channels * Resilience and methods to demonstrate resilience
4) Strive for win-win outcomes when handling service challenges
5) Identify and suggest areas of improvement that may arise out of service challenges
6) Empathise with customers while facing service challenges to prevent situation from escalating
7) Keep abreast of latest products and services and service delivery procedures to avoid creating service challenges
8) Reflect on own handling of service challenges to improve performance in future situations
8) Monitor own service delivery to avoid creating situations that may give rise to service challenges
Entry Requirements
Able to speak, listen, read and write in simple English; OR
WPLN Level 3 in Listening, Reading, Speaking and Writing
Course Details
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