Course Overview
The Navigating Service Challenges course is designed to equip service professionals with the essential skills to handle and resolve challenging customer interactions effectively. The course focuses on identifying service challenges, applying service recovery procedures, and using effective communication techniques to enhance customer satisfaction. Participants will gain practical insights into responding to difficult situations, escalating unresolved service issues, and maintaining service excellence.
Course Objective
By the end of this course, participants will:
- Recognize triggers in the service environment that may lead to potential service challenges.
- Apply service recovery procedures to address service issues efficiently.
- Understand how to escalate unresolved service challenges for higher-level resolution.
- Develop effective communication skills to manage difficult customer interactions.
Learning Outcomes
Upon successful completion of this course, learners will be able to:
- Identify factors in the service environment that could result in service difficulties.
- Apply service recovery protocols to resolve customer service challenges.
- Escalate unresolved service issues following company procedures.
- Define the principles of effective communication to improve customer interactions and service recovery efforts.
Attire
For, Professional training sessions, business casual or formal attire is recommended.
Who Should Attend?
This course is suitable for:
- Frontline Customer Service Professionals (Retail, Hospitality, Banking, etc.)
- Call Center & Helpdesk Representatives
- Guest Relations Officers
- Sales & Marketing Executives
- Supervisors & Team Leaders in Customer-Facing Roles
- Service Recovery Specialists
Methods of Learning
The course follows an interactive learning approach with:
- Lectures & Case Studies – Understanding theoretical concepts and real-world examples.
- Group Discussions & Activities – Encouraging collaborative problem-solving.
- Role-Playing & Simulations – Practicing service recovery techniques in real-life scenarios.
- Classroom-Based Exercises – Reinforcing concepts through hands-on application.
Relevant Job Roles
This course benefits professionals in customer-facing and service-oriented roles, including:
- Customer Service Representatives – Retail, Hospitality, Banking, and E-commerce sectors.
- Call Center & Helpdesk Agents – Handling customer queries and complaints.
- Guest Relations Officers – Managing customer experiences in hotels and resorts.
- Sales & Business Development Executives – Ensuring service excellence in client interactions.
- Service Recovery Specialists – Handling escalations and resolving complex service issues.
- Supervisors & Managers – Leading customer service teams to maintain high service standards.
Minimum Entry Requirement
- No prior experience is required.
- Suitable for professionals working in customer service or those seeking to enhance their service management skills.
| Nett Fee after SSG’s Course Fee Funding | |||
| Funding Validity Period: 01 Mar 2019 to 31 Dec 2026 | |||
| Type | Category of Individuals | ||
| Singapore Citizens, Singapore Permanent Residents and Long Term Visit Pass Plus (LTVP+) holders | Employer-sponsored and self-sponsored Singapore Citizens aged 40 years old and above | SME-sponsored local employees (i.e Singapore Citizens and Singapore Permanent Residents) | |
| Funding Source | |||
|
SkillsFuture Funding (Baseline) Up to 50% of Course Fees |
SkillsFuture Mid- Career Enhanced Subsidy Up to 70% of Course Fees |
SkillsFuture Enhanced Training Support for SMEs Up to 70% of Course Fees |
|
| Course Fee | S$210.00 | S$210.00 | S$210.00 |
| SkillsFuture Funding | S$105.00 | S$63.00 | S$63.00 |
| Nett Fee Payable | S$105.00 | S$63.00 | S$63.00 |
