Service Challenges (WSQ)
Accredited under Singapore Workforce Skills Qualifications System
- Course Prefix/Number: TGS-2019503789 (Old Code: CRS-Q-0038834-RET)
- 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.
- 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
- Certification Type: Statement of Attainment
- Certification Title: Service Challenges (WSQ)
- Area of Training: Service Excellence
- Target Training Group: Public
- Nature of Training: Publicly-conducted course
- Minimum Entry Requirements:
- Able to speak, listen, read and write in simple English; OR WPLN Level 3 in Listening, Reading, Speaking and Writing
- Target Group Occupation: Managerial Non-supervisory Supervisory
- Target Audience: Customer-facing staff ,Customer Service Rep, Call Centre Officers, Store Advisors, Service Crew, Corporate Comms Officer
- Mode of Training: Part Time
- Language Medium Provided: English
- Payment Type: Nett Fee
- Duration Components:
- 0.5 (Assessment Hours)
- 8 (Classroom Training Hours)
- Total Training Duration: 8 Hours
- Training days: 1 day
- Length of Course Duration: 1 day(s)
- Cost Components
- $290.00 ( Course fee per trainee (excluding GST))
- Total Cost of Training per Trainee: $290.00
- 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
Fees |
Government Subsidies |
Remaining Course Fees |
$290.00
(Supported under UTAP for NTUC members)
(UTAP expiry: 31/3/2023) |
-$145.00
(for 21-39 years old / PR 21 years old and over) |
$145.00 |
-$203.00
(Mid-Career Enhanced Subsidy) |
$87.00 |
Small-Medium Enterprise (SME)
Fees |
Government Subsidies |
Remaining Course Fees |
$290.00
(Supported under UTAP for NTUC members)
(UTAP expiry: 31/3/2023) |
-$203.00 |
$87.00 |
Non-SME
Fees |
Government Subsidies |
Remaining Course Fees |
$290.00
(Supported under UTAP for NTUC members)
(UTAP expiry: 31/3/2023) |
-$145.00
(for 21-39 years old / PR 21 years old and over) |
$145.00 |
-$203.00
(Mid-Career Enhanced Subsidy) |
$87.00 |
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