Respond to Service Challenges (Service Challenges)
About This Course
This course 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
Use service recovery procedures to respond to service challenges in accordance with organisation’s guidelines
Escalate unresolved service challenges in accordance with the organisation’s guidelines
Course Contents
Entry Requirements
Learners are assumed to:
1. Have an understanding of the organisation’s product and service offering
2. Have an understanding of the organization’s structure, standard operating
procedures and guidelines on customer service
3. 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