Service Challenges (Level 1)

This unit covers the skills and knowledge required for service 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 Objectives

This unit covers the following:
1. Use service recovery procedures to respond to service challenges in accordance with organisation guidelines
2. Escalate unresolved service challenges using appropriate channels in accordance with the organisation’s guidelines
3. Demonstrate resilience in the handling of service challenges
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. Method to escalate service challenges
9. Service escalation channels
10. Resilience and methods to demonstrate resilience
11. Strive for win-win outcomes when handling service challenges
12. Identify and suggest areas of improvement that may arise out of service challenges
13. Empathise with customers while facing service challenges to prevent situation from escalating
14. Keep abreast of latest products and services and service delivery procedures to avoid creating service challenges

Admission Criteria

1. Able to understand simple English, equivalent to WPLN Level 2
2. No formal academic qualification is required

Course Fees and Funding

The course fee is S$185.30 (incl 9% GST) per participant.
To help companies and individuals offset the cost of training, SSG will provide funding for the course fee (eligible Singaporeans, PRs or LTVP+ holders only) and absentee payroll.
INDIVIDUALS - Up to 70% course fee
SME - Up to 70% course fee
NON-SME- Up to 50% course fee

Assessment

Participants will be awarded a Statement of Attainment by SSG upon passing an oral/written examination and practical assessment administered by Ascendo Academy.

IMPORTANT INFORMATION

Attendance Requirements
1. For courses commencing from 1 Jan 2024, SSG will no longer require a minimum 75% attendance for course fee funding and absentee payroll funding.
2. For all other non – funded and non – certifiable courses, attendance requirements will require a minimum of 75% attendance for the full training course.
3. Attendance taking will continue to be mandatory and learners are required to fulfil existing requirements for passing of assessments and successful completion of the training course.
Attendance Marking
1. Learners are required to have SINGPASS APP installed on their smart phones. Their SINGPASS account must be ACTIVATED prior to course date. E-attendance taking will require learners to mark their attendance digitally using the Singpass app.
2. For more info about SINGPASS, please refer to SINGPASS website or the following link: https://www.singpass.gov.sg/home/ui/assets/pdf/Singpass_Registration_Guide.pdf
3. This digital attendance taking is the default attendance-taking mode adopted by SkillsFuture Singapore (SSG).
For more details, please refer to the link below: [SSG CIRCULAR/PED/2023/1]: Introduction of new attendance-taking mode: e-attendance via SingPass (tpgateway.gov.sg)
4. Foreigners or non-funded learners may be exempted from this mode and continue to sign on physical forms.
Please note that full course fees will be imposed in the event if the learner did not complete or meet the minimum attendance requirement for the course enrolled.
Course Completion Requirements
1. As Ascendo’s policy, learners are required to fulfil a minimum 75% attendance and attain a “Competent” status on the assessment to successfully complete the course.
2. For non – funded and non – certifiable courses, the above requirements will continue to apply.
3. For non – funded learners, the above requirements will continue to apply.
4. Funded learners are required to fulfil existing requirements for passing of assessments and successful completion of the training course.
Withdrawal from Course/Refund policy
1. In the event that Ascendo Academy cancels, reschedules, or changes the venue of the training, Ascendo Academy will, upon written demand, refund 100% of the price of the training course.
2. In the event that the Learner informs Ascendo Academy in writing more than fourteen (14) days in advance that he is seeking to cancel or reschedule a training course, Ascendo Academy will, upon written demand, refund 100% of the price of the training course.
3. In the event that the Learner informs Ascendo Academy in writing fourteen (14) days or less in advance that he is seeking to cancel or reschedule a training course, the Learner acknowledges that he is not entitled to any refund. Ascendo has the discretion, but not the obligation to allow the Learner to join a similar class or training session.

Course Reference Number :TGS-2020504773

Course Duration :8.5 hours

Contact Us : (Main Office)

Address 9 Little Road, #02-01 Singapore 536985 Phone +65 6610 3737 / 6610 8223 / 6398 0067 Fax +65 6398 0503 Email info@ascendo.edu.sg

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