Service Challenges (WSQ)

Accredited 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:
   • 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
   • Reflect on own handling of service challenges to improve performance in future situations
   • Monitor own service delivery to avoid creating situations that may give rise to 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

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

The Government Subsidies are valid from 1st January 2022

Self-sponsored Individual

Small-Medium Enterprise (SME)

Non-SME

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