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
 

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.

Details of our lecturers can be found on our website.