The Service Challenges, WSQ Custom:r Experience TSC framework supports the retail and service Industry businesses. The module has been designed for participants to develop skills, knowledge and attitudes required to manage and mitigate service challenges and feedback from customers. It also provides service professional to respond effectively in challenging service situations. Service professionals are encouraged to demonstrate positive verbal and non-verbal communication skills during interaction with customers and when identifying issues leading to the service challenges. This module will give the information needed to respond to challenging escalate unresolved service challenges.
Training : 14 Hours, Assessment : 2 Hours, Total: 16 Hours
MODE OF DELIVERY
Face-to-Face: 15.33 Guided Learning Hours (GLH) consist of lectures, interactive activities, role plays, group discussions, and self assessments/tests, either conducted in-house or on-site (corporate trainings)
ASSESSMENT MODES AND SCHEDULE
Written Assessment (Day 1) Roleplay(Day 2)
No formal qualification and lower primary
Students must successfully pass the Written Assessment and Role Play to achieve competency in the course. Learners who are certified competent will be given a Statement of Attainment (SoA) by the Workforce Development Agency (WDA)
COURSE OUTLINE & PROGRAMME STRUCTURE
Full course outline is available upon request.
Student must achieve atleast 75% in attendance
AVERAGE TEACHER TO STUDENT RATIO 1 : 20
MONTHLY – Please consult any Student Support Services representative for more information
COURSE FEES (Singapore Dollars)**
S$449.4 (GST Inclusive)
Note: All Singaporeans aged 25 and above can use their $500 Skillsfuture Credit from the government to pay for a wide range of approved skills-related courses. Visit the Skillsfuture website (http://www.skillsfuture.sg/credit/) to choose from the courses available on the Skillsfuture Credit Course directory.
MODES OF PAYMENT
Cash, Cheque, Skillsfuture Credit, Bank Transfer (FAST Mode) or Post-Secondary Education Account (PSEA)