WSQ Respond 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

A competent individual must 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 representatives, call centre officers, service crew, patient service officers, healthcare staff & nurses etc. who are eager to be equipped with the appropriate skillset to provide excellent service.

Course Dates and Investment

Skillsfuture Credit Mid-Career Enhanced Subsidy is available from 1 October 2015 onwards. Singaporeans aged 40 and above may enjoy up to 90% course fee subsidies of SSG-supported certifiable courses.

All Singaporean above 25 years old are eligible to use the Skillsfuture credit of $500 for WSQ programmes.

Statement of Attainment

Upon completion of the 2-day training (16 hours), participants will receive a Statement of Attainment (SOA) from SSG

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

For more information on course date and training fee, please see our training calendar.


Trainer Presentation, Group Discussions, Role Plays, Reflection Exercise, Case Studies and other Structured Learning Activities

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