Respond to Service Challenges

Target  Group :  Hoteliers, Food & Beverage Service Crew , Customer Service Representatives, Call Centre Officers, Retail staff and all Customer-facing Staff

This programme will provide learners with the knowledge and skills in responding to service challenges and apply them to the workplace.

ĐĂNG KÝ KHÓA HỌC
Respond to Service Challenges

Module/ Performance Statement 1: Recognise triggers in the service environment that may lead to potential service challenges 

1.1 Triggers in the service environment

1.2 Types of triggers in the service environment

1.3 Service challenges due to triggers

Module/ Performance Statement 2: Use service recovery procedures to respond to service challenges in accordance with organisation guidelines  

2.1 Importance of Responding to Service Challenges

2.2 Service Recovery

2.3 Principles of effective communication

2.4 Verbal communication skills

2.5 Non-verbal communication skills

2.6 Organizations’ guidelines for responding to service challenges

2.7 Service recovery procedure for responding to service challenges

2.8 Ways to remedy situation in accordance to organisational guidelines

Module/Performance Statement 3: Escalate unresolved service challenges in accordance with the organisation’s guidelines

3.1 Escalating unresolved service challenges

3.2 Service Escalation Channels