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Service Challenges L1 (SF): Respond to Service Challenges is a Program

Service Challenges L1 (SF): Respond to Service Challenges

Time limit: 16 days

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Full program description

Service Challenges L1 (SF): Respond to Service Challenges

Course Overview

For SEP Schedule, please click here.  

This module covers the skills and knowledge required for a service professional to respond effectively in challenging service situations. Service professionals are encouraged to demonstrate positive verbal and non-verbal communication skills during interaction with customers and when identifying issues leading to the service challenges. Organisational service recovery and escalation procedures in response to service challenges are also shared and practiced.

Who Should Attend

Frontline staff (i.e. customer service representatives, store advisors, service crew etc.) dealing with internal or external customers.

Course Duration

16 hours / Full-time  

Course Outline

1. Organisations Procedures for Responding to Service Challenges
In this segment, learners will gain awareness of organisational guidelines and standards. They will be introduced to possible service lapses and ways to escalate these issues in accordance with their organisations guidelines. Steps in service recovery procedures are shared and practiced in an anchoring activity.

2. Issues that Trigger Service Challenges
In this segment, learners will discover possible triggers and hot buttons that lead to service challenges. They will learn to remain C.A.L.M. and professional in handling the negative emotions during these service situations.

3. Responding to Service Challenges Professionally
Verbal and non-verbal communication skills in handling emotional customers are shared and practiced in this segment. Learners will gain knowledge in showing C.A.R.E. while they respond to the service situations professionally.

Mode of Assessment

Participants would be assessed through learning activities conducted during the programme.

Certification Obtained and Conferred by

Participants who have successfully demonstrated competence in all the knowledge and skills requirements in this programme will be awarded with a Statement of Attainment (SOA) by SkillsFuture Singapore (SSG). This programme is offered on a modular basis only.

  • Mapped to Service Challenges L1 (SF): Respond to Service Challenges

Course Objectives

At the end of the programme, participants will be able to:

  • Recognise triggers in the service environment that may lead to potential service challenges
  • Use service recovery procedures to respond to service challenges in accordance with organisational guidelines
  • Escalate unresolved service challenges in accordance with organisational guidelines

Pre-requisites

Participants should be able to speak, listen and read English at a proficiency level not lower than the Employability Skills Workforce Skills Qualification (ES WSQ) Workplace Literacy (WPL) Level 3.

Medium of Instruction & Trainer

English

Trainer: Trainee Ratio is 1: 24

Additional Note

- Important Note -

Transition of Service Excellence Competency Framework (SVCF) WSQ to Skills Framework (SF)

Transition period is 18 months from 1 April 2020 to 30 September 2020

From 1 April 2019, the Service Excellence Competency Framework (SVCF) WSQ will be transited to the Skills Framework Construct

  • Each SVCF Skills Standard (SS) is mapped to a Technical Skills and Competencies (TSC) across Retail (SF), at the corresponding levels. Following the transition, all SOAs will reflect the respective TSC titles and Proficiency levels instead of the SVCF WSQ SS titles.
  • Existing SVCF WSQ qualification titles and modules bundling will be retained
  • Trainees who have commenced studies of qualification programmes accredited to SS are to complete the programmes within the 18-month transition period. Trainees will be awarded qualifications based on existing SS codes
  • LHUB will offer SVCF WSQ modules (SS) till 30 June 2020
  • LHUB will offer SVCF (SF) modules under SFw from 1 July 2020 onwards
  • There should not be any WSQ courses based on SS from SVCF WSQ Framework from 1 October 2020
  • For more information, visit SSG Website: www.ssg.gov.sg/wsq/industry-and-Occupational-Skills/ServiceExcellence-Competency-Framework.html

Price

 

Individual Sponsored

Non-SME

SME

 

w/o GST

w GST

w/o GST

w GST

w/o GST

w GST

Original Course Fee

 $330.00

 $353.10

 $330.00

 $353.10

 $330.00

 $353.10

Singapore Citizens & PRs aged 21 years and above

 $66.00

 $89.10

 $66.00

 $89.10

 $33.00

 $56.10

Singapore Citizens aged 40 years and above

 $33.00

 $56.10

 $33.00

 $56.10

 $33.00

 $56.10

For more information, please contact us at +65 6336 LHUB (5482) or email ibe@nextu.com.sg.^Applicable for Singapore Citizen ABOVE 21 yrs & BELOW 40 yrs old / Singapore PRs

When you sign in to your SkillsConnect account, please use the course reference number CRS-Q-0040337-RET to find this course.

Terms and conditions apply. NTUC LearningHub reserve the right to make changes or improvements to any of the products described in this document without prior notice.

Prices are subject to other LHUB miscellaneous fees.

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