Full program description

Service Agility (WSQ Respond to Service Challenges)

What's In It For Me

  • Able to present positive verbal and non-verbal communication skills effectively
  • Able to handle any service challengers professionally
  • Able to identify service recovery immediately and accordingly to organisation guidelines

Course Overview

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 WSQ 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


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


Trainer : Trainee Ratio is 1:24


Individual Pricing w/o GST w GST
Course Fee S$330.00 S$353.10
SkillsFuture Funding, >=21 yrs old S$66.00 S$89.10
SkillsFuture Funding, >=40 yrs old S$33.00 S$56.10
WTS Funding (95%) S$16.50 S$39.60
Corporate Pricing
Non-SME w/o GST w GST
Course Fee S$330.00 S$353.10
SkillsFuture Funding, >=21 yrs old ^ S$66.00 S$89.10
SkillsFuture Funding, >=40 yrs old S$33.00 S$56.10
WTS Funding (95%) S$16.50 S$39.60
Course Fee S$330.00 S$353.10
SkillsFuture Funding, >=21 yrs old S$33.00 S$56.10
SkillsFuture Funding, >=40 yrs old S$33.00 S$56.10
WTS Funding (95%) S$16.50 S$39.60

^Applicable for Singapore Citizen ABOVE 21 yrs & BELOW 40 yrs old / Singapore PRs

Prices are inclusive of GST and subject to other LHUB miscellaneous fees

Individuals may enjoy UTAP and WTS funding. Terms and conditions apply. For more information, please contact us at +65 6336 LHUB (5482) or email ibe@nextu.com.sg.

When you sign in to your SkillsConnect account, please use the course reference number CRS-Q-0026030-SVCF to find this course.