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WSQ-Service Challenges

Service Challenges(RET-CEX-1008-1.1)

INTRODUCTION

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. 

PROGAMME DURATION

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)

ENTRY REQUIREMENTS 

No formal qualification and lower primary

AWARD CRITERIA 

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.

ATTENDANCE CRITERIA 

Student must achieve atleast 75% in attendance

AVERAGE TEACHER TO STUDENT RATIO 1 : 20

PROGRAMME INTAKE 

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)

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