Service Challenges (Level 1)

Present positive verbal and non-verbal communication skills effectively, handle any service challengers professionally and identify service recovery immediately and accordingly to organisation guidelines.

Course Objectives

Use service recovery procedures to respond to service challenges in accordance with organisation guidelines
Escalate unresolved service challenges using appropriate channels in accordance with the organisation’s guidelines
Demonstrate resilience in the handling of service challenges
Types of triggers in the service environment
Types of service challenges
Importance of responding to service challenges
Principles of effective communication
Method to escalate service challenges
Service escalation channels
Resilience and methods to demonstrate resilience
Strive for win-win outcomes when handling service challenges
Identify and suggest areas of improvement that may arise out of service challenges
Empathise with customers while facing service challenges to prevent situation from escalating
Keep abreast of latest products and services and service delivery procedures to avoid creating service challenges

Admission Criteria

Able to read and understand and speak simple English
No other pre-requisites

Course Fees and Funding

The course fee is S$181.90 (incl 7% 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.

Cancellation and Refund

Full Refund will be made if the course is cancelled due to lack of participants or unforeseen circumstances.
Any cancellations made after closing date (14 days to course date) –No Refund.
Any cancellations made before closing date (14 days to course date) –Full Refund.
Ascendo Academy reserves the right to cancel, reschedule the course, amend course content if necessary.

Course Reference Number :TGS-2020504773

Course Duration :9AM-6.30PM

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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