COURSE OBJECTIVES:

On completion of this unit, participants will have the application skills and knowledge to respond to challenging service situations with the use of appropriate verbal and non-verbal communication techniques. It involves recognizing triggers which may lead to service challenges, use of service recovery procedures to respond to the challenges and escalating unresolved service challenges. On completion of this unit, learners should be able to: Recognize triggers in the service environment that may lead to potential service challenges Use service recovery procedures to respond to service challenges in accordance with organisation guidelines Escalate unresolved service challenges in accordance with the organisation’s guidelines

COURSE CONTENT:

  1. Recognize 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 in accordance with the organisation’s guidelines
  4. Types of triggers in the service environment
  5. Types of service challenges
  6. Importance of responding to service challenges
  7. Principles of effective communication
  8. Service escalation channels

FEES :

The course fee is $300 /pax (GST applicable). SDF subsidies are available. Please Click here for more information.

SkillsFuture Subsidies :

SSG offers up to 90% subsidies for these course fees. For the various funding amounts, please Click here to find out more.

Payments :

Payment is preferred cash-less; either via NETS/GIRO/PAYNOW, company cheque (for company enrolments), and Skillsfuture Credit where applicable.

Enrollment and Schedules :

Enrollment can be done though phone, email or our online schedule

All courses indicated here are scheduled to run (confirmed dates).

Contact No: +65-64389693

Email: enquiries@xprienz.com