Respond to Service Challenges (SF)
Training Provider: SINGAPORE NATIONAL EMPLOYERS FEDERATION
Course Reference: TGS-2019504177
S$200
Original: S$400
Save S$200
About This Course
-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 organisation guidelines
-Escalate unresolved service challenges in accordance with the organisation’s guidelines
What You'll Learn
-What triggers in the service environment
Poor attitude of staff, Long waiting times / queues, unresolved issues or problems, poor product or service quality, etc
-Types of service challenges:
Customer complaints on products or services, negative feedback from customers on services, etc
-Importance of responding to service challenges
Improving number of satisfied customers, maintaining or salvaging organisation’s reputation, Improving internal complaint handling, etc
-Types of service recovery methods
Listening to the customer to identify the cause of the service challenge, using verbal and non-verbal communication to address service challenge, etc
-Principles of effective communication
Confirming that communication has been received and understood, etc
-Escalate unresolved service challenges
Systems to capture service challenges, immediate superiors, etc
Poor attitude of staff, Long waiting times / queues, unresolved issues or problems, poor product or service quality, etc
-Types of service challenges:
Customer complaints on products or services, negative feedback from customers on services, etc
-Importance of responding to service challenges
Improving number of satisfied customers, maintaining or salvaging organisation’s reputation, Improving internal complaint handling, etc
-Types of service recovery methods
Listening to the customer to identify the cause of the service challenge, using verbal and non-verbal communication to address service challenge, etc
-Principles of effective communication
Confirming that communication has been received and understood, etc
-Escalate unresolved service challenges
Systems to capture service challenges, immediate superiors, etc
Course Details
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