Recognise triggers which may lead to service challenges
Use service recovery procedures to respond to these challenges
Escalate unresolved service challenges.
Able to speak, listen and read English at a proficiency level not lower than the Employability Skills Workforce Skills Qualification (ES WSQ) Workplace Literacy (WPL) Level 3.
Who should attend
Customer Service Representatives
Call Centre Officers
Methods of Learning
We use a number of experiential methods of learning in this module:
Experiential learning with practical role-plays
Exercises and case studies
Real life examples and group discussions
Trainees are required to undertake assessments which may take the form of:
What you will take away with
Trainees who have successfully demonstrated competence in all the knowledge and skills requirements in this programme will be awarded with Statement of Attainment (SOA) by SkillsFuture Singapore (SSG).