Respond To Service Challenges (WSQ)

Accredited under Singapore Workforce Skills Qualifications System

1. Course Prefix/Number: CRS-Q-0031316-SVCF
2. Total Training Duration: 8.5 Hours
3. Course Objectives: 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.
4. Course Content:
   1. A1 – Use service recovery procedures to respond to service challenges in accordance with organisation guidelines
   2. AA2 – Escalate unresolved service challenges using appropriate channels in accordance with the organisation’s guidelines
   3. AA3 – Demonstrate resilience in the handling of service challenges
   4. KA1 – Types of triggers in the service environment
   5. KA2 – Types of service challenges
   6. KA3 – Importance of responding to service challenges
   7. KA4 – Principles of effective communication
   8. KA5 – Method to escalate service challenges
   9. KA6 – Service escalation channels
   10. KA7 – Resilience and methods to demonstrate resilience
   11. IVC1 – Strive for win-win outcomes when handling service challenges
   12. IVC2 – Identify and suggest areas of improvement that may arise out of service challenges
   13. SIE1 – Empathise with customers while facing service challenges to prevent situation from escalating
   14. LL1 – Keep abreast of latest products and services and service delivery procedures to avoid creating service challenges
5. Certification Type: Statement of Attainment
6. Certification Title: Respond to Service Challenges (WSQ)
7. Area of Training: Service Excellence
8. Education Target Group:
   1. Never attended school
   2. Primary School Leaving Certificate (PSLE) / Primary School Proficiency Certificate (PSPE) or other certificates of equivalent standard
   3. At least 1 GCE ‘N’ Level pass
   4. At least 1 GCE ‘O’ Level pass
   5. At least 1 GCE ‘A’/’H2’ Level pass or equivalent (General)
   6. National ITE Certificate (Nitec) or equivalent (eg Post Nitec Certificate, Specialist Nitec, Certificate in Office Skills, National Technical Certificate Grade 2, National Certificate in Nursing, Advanced Builder Certificate)
   7. WSQ Certificate or equivalent
   8. Polytechnic diploma
   9. Other advanced diploma, post-diploma qualifications or equivalent n.e.c. Bachelor’s degree or equivalent
   10. Bachelor’s degree or equivalent
   11. Postgraduate diploma (including NIE postgraduate diploma)
9. Mode of Training: Full Time/Part Time
10. Language Medium Provided: English
11. Payment Type: Nett Fee
12. Duration Components:
    1. 0.5 (Assessment Hours)
    2. 8 (Classroom Training Hours)
13. Total Cost of Training per Trainee: $290.00

Students need to attain 75% attendance and pass the course to be eligible for the subsidies.

Self-sponsored Individual

Small-Medium Enterprise (SME)

Non-SME

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