Full program description

WSQ Handle Enquiries and Requests

What's In It For Me

  • Be able to handle client enquiries.
  • Provide assistance and information confidently.
  • Deal with complaints, difficult customers and unexpected situations.

Who Should Attend

This security training course is suitable for security officers that may be assigned to work in organisations that require them to perform front-line duties such as lobby, main gate and visitor entrance.

Course Duration

21 Hours (Including Assessment)

Course Outline

Prepare handle client enquiries and requests

  • Observe personal grooming and attire according to organisational grooming
  • Demonstrate professional behaviour
  • Check organisation standard operating procedures before going on-site
  • Comply with organisational procedures on forms used in handling customer/visitor enquiries and requests
  • Seek clarification to confirm files are updated.

Providing information and assistance

  • Greet walk-in and phone-in public courteously according to organisational procedures
  • Respond to customer/visitor enquiry and request
  • Respond to customer/visitor phone-in enquiry and request
  • Clear human traffic at access control points without causing disruption and inconvenience to other users
  • Refer issues that cannot be handled to supervisor/appropriate person
  • Report and document incidents that need follow-up action

Deal with complaints, emergencies and unexpected situations

  • Address complaints in amicable, peaceful and expedient manner
  • Listen attentively and check own understanding to understand and identify nature of complaint before taking appropriate action or referring to appropriate person
  • Manage all unexpected situations and emergencies according to client policies and organisational procedures and report to relevant authorities
  • Exercise limits in use of authority when dealing with complaints, emergencies and unexpected situations
  • Note and report violation of client rules and regulations, or when there are difficulties in enforcing client rules and regulations, to appropriate person

Deal with difficult/challenging customers/visitors

  • Manage difficult/challenging customer/visitor
  • Demonstrate effective communication skills
  • Assess situation and know when to alert supervisor, police, emergency services, 24-hour control room when required

Mode of Assessment

An assessment of 1 hour will be conducted at the end of the module by NTUC LearningHub Pte Ltd

Certification Obtained and Conferred by

Statement of Attainment (SOA) from SkillsFuture Singapore (SSG)

Course Objectives

On completion of this module, trainee will be able to handle client enquiries and requests, provide information and assistance, deal with complaints, emergencies and unexpected situations and deal with dfficult/challenging customers/visitors.

Pre-requisites

  • Minimum secondary 2 education

OR

  • Participants with the following competency ratings from the Employability Skills are eligible:
    • Listening/Speaking Min. Level 4
    • Reading/Writing Min. Level 4
    • Numeracy Min. Level 4

Medium of Instruction & Trainer

  • Theory (30%) - Knowledge, Comprehension & Discussion
  • Practical (60%) - Role-play, demonstration & case study

  • Revision (10%)

Trainer : Trainee Ratio : 

1:20

Funding Information

Course reference code in SkillsConnect: CRS-Q-0022126-SE

For company sponsored trainee who is Singapore Citizen or Permanent Resident, up to 90% funding is available from:

·  Skills Connect: www.skillsconnect.gov.sg

Union Training Assistance Programme (UTAP):

·  NTUC members enjoy UTAP* benefit of up to $250 each year when you sign up for courses with NTUC LearningHub.

*UTAP supports 50% of the course fees paid cap at $250 per year. You must be a union member throughout the course duration and at the time of claim. You must achieve a minimum of 75% attendance for each application and have sat for all prescribed examinations. Other terms and conditions apply. 

Price

Individual Pricing w/o GST w GST
Course Fee S$515.00 S$551.05
SkillsFuture Funding, >=21 yrs old S$158.00 S$194.05
SkillsFuture Funding, >=40 yrs old S$51.50 S$87.55
WTS Funding (95%) S$25.75 S$61.80
Corporate Pricing
Non-SME w/o GST w GST
Course Fee S$515.00 S$551.05
SkillsFuture Funding, >=21 yrs old S$158.00 S$194.05
SkillsFuture Funding, >=40 yrs old S$51.50 S$87.55
WTS Funding (95%) S$25.75 S$61.80
SME w/o GST w GST
Course Fee S$515.00 S$551.05
SkillsFuture Funding, >=21 yrs old S$51.50 S$87.55
SkillsFuture Funding, >=40 yrs old S$51.50 S$87.55
WTS Funding (95%) S$25.75 S$61.80

Note: SkillsFuture Funding, >=21 yrs old : Applicable to Singapore Citizen/PR 

  SkillsFuture Funding, >=40 yrs old : Applicable to Singapore Citizen ONLY

Please note that prices are subject to changes

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