What you will pay
Funding support is subject to eligibility, which we confirm before enrolment. GST is charged on the full course fee and is not covered by funding. Work out your fee for any course.
| Audience | Funding | Nett fee | GST (9%) | You pay |
|---|---|---|---|---|
| Others Full fee, no funding | — | S$170.00 | S$15.30 | S$185.30 |
| Singapore Citizens below 40, Permanent Residents and LTVP+ holders SWDA baseline funding | 50% (S$85.00) | S$85.00 | S$15.30 | S$100.30 |
| Singapore Citizens aged 40 and above SWDA Mid-Career Enhanced Subsidy. Includes both employer-sponsored and self-sponsored learners, subject to eligibility. | Not eligible, per the course masterlist. | |||
| SME-sponsored local employees Enhanced Training Support for SMEs | 70% (S$119.00) | S$51.00 | S$15.30 | S$66.30 |
Singapore Citizens below 40, Permanent Residents and LTVP+ holders enrolling in this course pay the full fee of S$185.30, less S$85.00 under SWDA baseline funding at 50%, subject to eligibility, plus S$15.30 GST charged on the full course fee, giving a total of S$100.30.
What this course covers
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..
What you will be able to do
AA1 - Use service recovery procedures to respond to service challenges in accordance with organisation guidelines
AA2 - Escalate unresolved service challenges using appropriate channels in accordance with the organisation’s guidelines
AA3 - Demonstrate resilience in the handling of service challenges
KA1 - Types of triggers in the service environment
KA2 - Types of service challenges
KA3 - Importance of responding to service challenges
KA4 - Principles of effective communication
KA5 - Method to escalate service challenges
KA6 - Service escalation channels
KA7 - Resilience and methods to demonstrate resilience
IVC1 - Strive for win-win outcomes when handling service challenges
IVC2 - Identify and suggest areas of improvement that may arise out of service challenges
SIE1 - Empathise with customers while facing service challenges to prevent situation from escalating
LL1 - Keep abreast of latest products and services and service delivery procedures to avoid creating service challenges
LL2
Entry requirements
- Able to understand simple English, equivalent to WPLN Level 2
- No formal academic qualification is required
How the 8.5 hours are spent
- 8 Classroom
- 0.5 Assessment
Assessed by Oral Questioning, Role Play.
How a training day runs
Every run of this course follows this pattern. Dates are confirmed when you enrol.
Day 1
- Morning
- 9:00 am – 12:00 pm
- Afternoon
- 1:00 pm – 6:00 pm
Assessment (Day 1)
- 6:00 pm – 6:30 pm
What you receive
WSQ Statement of Attainment, awarded by the Skills and Workforce Development Agency (SWDA), on meeting the assessment requirements for this course.
Registered with SWDA under course reference TGS-2020504773.
Also in Service Excellence
Ready to take Service Challenges (Level 1)?
Tell us what you need and we will confirm dates, funding and the next available run.
Training provider
Ascendo Academy Pte Ltd
UEN 200817725C