Participants should be able to speak, listen and read English at a proficiency level not lower than the Employability Skills Workforce Skills Qualification (ES WSQ) Workplace Literacy (WPL) Level 3.
1. My role in the service team
Participants will be engaged in a learning activity that focuses on the inter-connectivity of customer-service related activities in the service value chain. With this holistic perspective, participants will better understand the causal relationships and the impact of their behaviours on the entire service value chain. Participants will also learn how to use customer touch point in the service blueprint and identify their service roles and responsibilities at their workplace.
Participants will learn how to spot opportunities where they can personally play a part to assist customers in challenging situations. They will also learn to recognise service issues where escalations are required and apply the "5A" concept to escalate to the relevant person in a timely manner.
Trainer : Trainee Ratio is 1:24
Participants who have successfully demonstrated competence in all the knowledge and skills requirements in this programme will be awarded with a Statement of Attainment (SOA) by SkillsFuture Singapore (SSG). This programme is offered on a modular basis only.
Individuals may enjoy UTAP and WTS funding. Terms and conditions apply. For more information, please contact us at +65 6336 LHUB (5482) or email firstname.lastname@example.org.
When you sign in to your SkillsConnect account, please use the course reference number CRS-Q-0024949-SVCF to find this course.
^Applicable for Singapore Citizen ABOVE 21 yrs & BELOW 40 yrs old / Singapore PRs