Responding To Service Challenges
About This Course
• Understand service challenges and identify triggers in the service environment.
• Adopt the right service mindset and display compassion when handling complaints.
• Recognise different types of challenging customers and manage their needs and expectations.
• Bounce the customer up the loyalty ladder by using superior service recovery techniques.
• Manage customer complaints using principles of effective service communication.
• Escalate unresolved service challenges within organisational guidelines.
What You'll Learn
Entry Requirements
• Language and literacy proficiency level – Able to speak, listen, read and write in English. Employability Skills Workforce Skills Qualification (ESWSQ) Workplace Literacy (WPL) Level 3 or equivalent.
• Prerequisite skills and knowledge – Basic understanding of customer service and/or experience in interacting with customers and stakeholders, including internal and/or external parties.
• Required years of experience in relevant domain – No prior relevant work experience required.
• Minimum education level – Secondary education or equivalent.
• Other relevant details on entry requirements – Able to understand basic instructions and participate in learning activities.