Respond to Service Challenges (Classroom & Asynchronous)
About This Course
1. The curriculum will be designed to ensure, upon completion of this course, the staff will have demonstrated the ability to:
i. Recognise triggers in the service environment that may lead to potential service challenges (LO1)
ii. Use service recovery procedures to respond to service challenges (LO2)
iii. Escalate unresolved service challenges (LO3)
2. Upon successful completion of this course, the learner will achieve the following competencies:
Knowledge
K1: Types of triggers in the service environment
K2: Types of service challenges
K3: Importance of responding to service challenges
K4: Principles of effective communication
K5: Service escalation channels
Abilities
A1: Recognise triggers in the service environment that may lead to potential service challenges
A2: Use service recovery procedures to respond to service challenges
A3: Escalate unresolved service challenges
What You'll Learn
Some of their work function includes:
• support the day-to-day operations of the train station, which include preparing the station for rail ser-vice, conducting security patrols at station premises and on train platforms, providing customer ser-vice;
• perform duties in the Passenger Service Centre (PSC) in bus interchanges or train stations;
• manage crowds during peak hours and/ or during service degradation;
• handle customer enquires within the bus interchanges or train station; and,
• escalate commuter feedback to the appropriate department following SOPs.
Entry Requirements
i. Frontline service personnel
ii. 18 years old and above
iii. N levels and higher
iv. Be able to listen, speak, read and write English at a proficiency level equivalent to the Employability Skills Workforce Skills Qualifications (ES WSQ) Workplace Literacy (WPL) level 3
v. Be able to manipulate numbers at a proficiency level equivalent to ES WSQ Workplace Numeracy (WPN) level 3