Respond To Service Challenges

Arium School of Arts & Sciences

Course introduction

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 Outline

Course Content:

  • A1 – 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
Certification Type:
Statement of Attainment

Certification Title:
Respond to Service Challenges (WSQ)

Area of Training:
Service Excellence

Education Target Group:
  • Never attended school
  • Primary School Leaving Certificate (PSLE) / Primary School Proficiency Certificate (PSPE) or other certificates of equivalent standard
  • At least 1 GCE ‘N’ Level pass
  • At least 1 GCE ‘O’ Level pass
  • At least 1 GCE ‘A’/’H2’ Level pass or equivalent (General)
  • 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)
  • WSQ Certificate or equivalent
  • Polytechnic diploma
  • Other advanced diploma, post-diploma qualifications or equivalent n.e.c. Bachelor’s degree or equivalent
  • Bachelor’s degree or equivalent
  • Postgraduate diploma (including NIE postgraduate diploma)
Mode of Training:
Full Time/Part Time

Language Medium Provided:
Payment Type:
Nett Fee
Duration Components:
  • 0.5 (Assessment Hours)
  • 8 (Classroom Training Hours)

Available Course Sessions

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Trainer Profile

Our Lecturers

All our lecturers are selected based on their subject expertise, experience and dedication. They are required to possess at least a Masters in their subject expertise. With their years of work experience, they will also be able to illustrate topics in class with real world examples. We are committed to provide a high standard of service by promoting an environment conductive to student learning through a low student-teacher ratio of 30:1. Currently, we have 50 adjunct lecturers. A brief profile of some of our lecturers is given below.

Details of our lecturers can be found on our website.