Response to Service Challenges


On completion of this training, the learner will be able respond to challenging service situations through the use of appropriate verbal and non-verbal communication techniques. The learner will also be able to recognise triggers which may lead to service challenges, use service recovery procedures to respond to the challenges and escalate unresolved service challenges.


Learning Outcomes

Participants will be able to:

  • Use service recovery procedures to respond to service challenges in accordance with organisation’s guidelines
  • Escalate unresolved service challenges using appropriate channels in accordance with the organisation’s guidelines
  • Demonstrate resilience in the handling of service challenges

Who Should Attend

This course is suitable for service counter personnel, customer service officers, call centre officers, service crew, patient service officers, healthcare staff & nurses etc. who are keen to be equipped with the appropriate skillset to respond to challenging service situations.



Course Dates and Investment

For course enquiries or registration, please call (+65) 65670098 or email



This two-day workshop is delivered through Trainer Presentation, Group Discussions, Role Plays, Reflection Exercise, Case Studies and other Structured Learning Activities

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