Respond to Service Challenges (Service Challenges) (Synchronous e-learning)
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
LO2: At the end of this learning unit, learners will be able to use service recovery procedures to respond to service challenges.
LO3: At the end of this learning unit, learners will be able to escalate unresolved service challenges
Entry Requirements
Assumed Skills
Learners are assumed to:
• be able to operate a personal laptop or desktop computer.
• be able to listen, speak English at a proficiency level equivalent to the Employability Skills Workforce Skills Qualifications (ES WSQ) Workplace Literacy (WPL) level 3.
• be able to read and write English at a proficiency level equivalent to ES WSQ WPL Level 3.
Assumed Knowledge
Learners are assumed to:
• have knowledge on the retail scene in Singapore
• have knowledge on organisation’s brand identity