Duration: 2 days
Time: 9am to 5.00pm

What Will Be Taught For This Module?

This module covers the skills and knowledge required for a service professional to respond effectively in challenging service situations.

Unit 1:  Recognise triggers in the service environment that may lead to potential service challenges 

  • Identify the types of service challenges
  • Identity the types of challenging customers
  • Identify the triggers to service challenges
  • Describe the importance of responding to service challenges


Unit 2: Use service recovery procedures to respond to service challenges

  • State the service recovery procedures
  • Understand the Importance of responding to service challenges
  • Demonstrate principles of effective communication


Unit 3: Escalate unresolved service challenges 

  • Identify service escalation channels
  • Escalate unresolved service challenges using appropriate channels in accordance with organization’s guidelines


Front-line staff (i.e. customer service representatives, store advisors, service crew etc.) dealing with internal or external customers.

  w/o GST w GST
Course Fee $280 $299.60


  1. 2 to 4 weeks’ written notice from start date of training - 50% of course fee for cancellation

  2. Less than 2 weeks’ written notice from start date of training - 100% of course fees for postponement or cancellation

  3. ST Electronics (e-Services) Pte Ltd reserves the right to cancel or postpone any course or change the venue due to unforeseen circumstances.

Please click on the course date to enrol.