Respond to Service Challenges (Synchronous & Asynchronous e-Learning)

Recognise triggers in the service environment that may lead to potential service challenges

List the various possible triggers that can cause service challenges, such as poor product / service quality, long waiting time, lack of communication and rude / unhelpful staff

Understand the benefits of handling service challenges well and the consequences of not doing so, such as its impact on customer loyalty and word-of-mouth

Use service recovery procedures to respond to service challenges in accordance with organisation guidelines

Apply appropriate verbal and non-verbal communication in responding to service challenges

Follow service recovery procedures in acknowledging, listening, empathising, resolving and closing service challenges to rebuild trust and confidence in the organisation

Escalate unresolved service challenges in accordance with the organisation’s guidelines

Know when and to whom the service challenges need to be escalated, in line with the organisation’s guidelines on escalation channels and empowerment policy

Escalate the service challenges with relevant information such as the details of the issues, profile of the customers and actions taken so far to resolve them

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