Course Title: Respond to Service Challenges

Course Reference Number: CRS-Q-0025197-SVCF

Course Reference Number for Blended Learning: CRS-Q-0033530-SVCF

Funding Validity Period: 01 Jan 2019 to 25 Feb 2020

Funding Validity Period for Blended Learning: 01 Jan 2019 to 10 Apr 2021

Mode of Training: Workplace Training and Blended Learning available

Course Synopsis:

The unit will equip learners with essential knowledge and application skills in responding to service challenges and apply them to their workplace such as:

  1. Recognise triggers in the service environment that may lead to potential service challenges.
  2. Use service recovery procedures to respond to service challenges in accordance with organisation guidelines.
  3. Escalate unresolved service challenges with the organisation’s guidelines.

Course Objectives:

After successfully completing this unit, the learner will be equipped with knowledge and application skills required for the service staff to respond to arduous service situations with the use of suitable verbal and non-verbal communication techniques. It involves recognising triggers which may lead to service challenges, use of service recovery techniques to address the challenges and to escalate unresolved service challenges.

Training Hours based on SkillsConnect: 8 hours

Training Hours based on SkillsConnect for Blended Learning: 9 hours

Course Training Duration: 1 day

Course Training Duration for Blended Learning: 2 days

Course Fee: