Phone Number+65 6610 3737 / 6610 8223 / 6398 0067 Email


WSQ Respond to Service Challenge

WSQ Respond to Service Challenge

This unit covers the skills and knowledge required for service staff to respond to challenging service situations with the use of appropriate verbal and non-verbal communication techniques. It involves recognising triggers which may lead to service challenges, use of service recovery procedures to respond to the challenges and escalating unresolved service challenges.

  • Use service recovery procedures to respond to service challenges in accordance with organisation guidelines
  • Escalate unresolved service challenges using appropriate channels in accordance with the organisation’s guidelines
  • Demonstrate resilience in the handling of service challenges
  • Types of triggers in the service environment
  • Types of service challenges
  • Importance of responding to service challenges
  • Principles of effective communication
  • Method to escalate service challenges
  • Service escalation channels
  • Resilience and methods to demonstrate resilience
  • Strive for win-win outcomes when handling service challenges
  • Identify and suggest areas of improvement that may arise out of service challenges
  • Empathise with customers while facing service challenges to prevent situation from escalating
  • Keep abreast of latest products and services and service delivery procedures to avoid creating service challenges
  • Reflect on own handling of service challenges to improve performance in future situations
  • Monitor own service delivery to avoid creating situations that may give rise to service challenges
  • Able to speak, read and write simple English
  • The course fee is S$ 170 (excl 7% GST) per participant.
  • To help companies offset the cost of training, SSG will provide funding for the course fee (eligible Singaporeans or PRs only). WTS (Workfare Training Support) funding will be available for eligible Singaporeans.
  • INDIVIDUALS - Up to 95% course fee and absentee payroll
  • SME - Up to 90% course fee and up to S$25 per training hour
  • NON-SME- Up to 80% course fee and up to S$17 per training hour
  • Participants will be awarded a Statement of Attainment by SSG upon passing an oral/written examination and practical assessment administered by Ascendo Academy.
  • Full Refund will be made if the course is cancelled due to lack of participants or unforeseen circumstances.
  • Any cancellations made less than 14 days before course start date – No Refund
  • Any cancellations made 14 days before course start date – Full Refund
  • Ascendo Academy reserves the right to cancel, reschedule the course, amend course content if necessary.
Course Reference Number :CRS-Q-0031096-SVCF
Course Duration :8.30AM-6PM

Contact Us : (Main Office)

Address 9 Little Road, #02-01 Singapore 536985 Phone +65 6610 3737 / 6610 8223 / 6398 0067 Fax +65 6398 0503 Email


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Phone Number+65 6610 3737 / 6610 8223 / 6398 0067
Ascendo Academy Pte Ltd9 Little Road, #02-01 Singapore 536985