RETAIL SKILLS FRAMEWORK

Service Challenges

Full Course Fee
$342

Company Sponsored SME

$102.60*

*After funding for Singaporeans & PRs

Company Sponsored NON SME

$171.00*

*After funding for Singaporeans & PRs

What you will learn

  • Recognise triggers which may lead to service challenges
  • Use service recovery procedures to respond to these challenges
  • Escalate unresolved service challenges.
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Course Dates

  • 6 & 7 Jun 2022 (9:00am to 6:00pm)

    Duration: 2 days (16hrs)

    Location: Online or In-Person

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    Prerequisites

    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-facing Staff
    • Customer Service Representatives
    • Call Centre Officers
    • Store Advisors
    • Service Crew

    Methods of Learning

    We use a number of experiential methods of learning in this module:

    • Mini-lectures
    • Experiential learning with practical role-plays
    • Exercises and case studies
    • Real life examples and group discussions
    • Games

    Assessments

    Trainees are required to undertake assessments which may take the form of:

    • Role-plays
    • Oral questions
    • Written assessment

    Certification

    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).

    1. Respond to Service Challenges
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    "I really enjoyed my SIH experience. Trainers were very good, especially  Mr George. Content was taught in detail and was easy to absorb. My SIH experience has helped me a lot in my profession and I will definitely bring what I've learnt back to my workplace!"

    Halima Binte Mohd Ibrahim 
    Purchasing Manager
    Haniffa Pte Ltd

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