Service Challenges (WSQ)

Registered under Singapore Workforce Skills Qualifications System

1. Course Prefix/Number: TGS-2019503789 (Old Code: CRS-Q-0038834-RET)
2. Course Description: 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.
3. Course Objectives
   • Understand types of triggers in the service environment
   • Understand types of service challenges
   • Understand importance of responding to service challenges
   • Understand principles of effective communication
   • Understand various Service escalation channels
   • Able to recognise triggers in the service environment that may lead to potential service challenges
   • Able to use service recovery procedures to respond to service challenges
   • Able to escalate unresolved service challenges
4. Certification Type: Statement of Attainment
5. Certification Title: Service Challenges (WSQ)
6. Area of Training: Service Excellence
7. Target Training Group: Public
8. Nature of Training: Publicly-conducted course
9. Minimum Entry Requirements:
   • Able to speak, listen, read and write in simple English; OR WPLN Level 3 in Listening, Reading, Speaking and Writing
10. Target Group Occupation: Managerial Non-supervisory Supervisory
11. Target Audience: Customer-facing staff ,Customer Service Rep, Call Centre Officers, Store Advisors, Service Crew, Corporate Comms Officer
12. Mode of Training: Part Time
13. Language Medium Provided: English
14. Payment Type: Nett Fee
15. Duration Components:
    • 0.5 (Assessment Hours)
    • 8 (Classroom Training Hours)
16. Total Training Duration: 8 Hours
17. Training days: 1 day
18. Length of Course Duration: 1 day(s)
19. Cost Components
    • $290.00 ( Course fee per trainee (excluding GST))
20. Total Cost of Training per Trainee: $290.00
21. Course Remarks
    • This is a transition for >75% mapped CA.
    • This CA has been approved previously under CRS-Q-0031316-SVCF
    • Effective course start date from 01-10-2020
22. Validity period
    • This is course is valid from 10/01/2020 to 06/07/2025

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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