Workforce Skills Qualifications

Introduction

WSQ Services Challenge (TGS-2021002841)

Class Duration:

A total of 7.5 hours of classroom training and 0.5 hour of assessment.

Teacher-Student ratio:

Maximum 1:25

Funding and subsidies:

  • This course is SkillsFuture Credit eligible (Singaporeans and PRs).
  • Self-sponsored individuals may utilize SkillsFuture Credit to offset some or all of the Net Fees.
  • Company-sponsored participants, the company can claim additional funding from mySkillsFuture.

Certification:

Statement of Attainment will be given to learners upon successful completion of the assessments.

Course Structure and Synopsis

Course Overview

This course covers the skills and knowledge required for new staff /existing 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.

Course Aim

The aim of the course is to train new staff / existing staff to respond to challenging service situations according to service recovery and escalate unresolved service challenges.

Course Objectives

On completion of this course, the learner will have Service Challenges skills and knowledge. This includes:

  • Recognise triggers in the service environment that may lead to potential service challenges.
  • Use service recovery procedures to respond to service challenges.
  • Escalate unresolved service challenges.