Respond To Service Challenges
Target group: Hotel staff, restaurant staff, Customer Service Department, customer service staff, sales staff and all employees who have direct contact with customers.
The program provides students with the knowledge and skills to respond to service challenges and how to apply them to the workplace.
Module/ Performance Statement 1: Recognise triggers in the service environment that may lead to potential service challenges
1.1 Triggers in the service environment1.2 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 Challenges2.2 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 challenges3.2 Service Escalation Channels
