Demonstrate Resilience in a Diverse Service Environment through Emotional IntelligenceCRS-Q-0041724-RET
Demonstrate Resilience in a Diverse Service Environment through Emotional Intelligence
Respond to Service Challenges 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.
This course can be one of the modules to attain WSQ Certificate in Service Excellence.
This course is designed to develop the learner’s knowledge, understanding and skills in handling diversity and inclusivity issues in his/her daily interactions with co-workers and customers at the workplace. Learners will be required to understand the key terms and concepts of diversity and inclusion, identify possible issues that may arise at the workplace and strategize appropriate responses to these while taking account of tripartite guidelines.
- Unit 1: Understand the meaning of diversity
- Unit 2: Understand aspects of discrimination
- Unit 3: Understand why it is important to have knowledge of diversity
- Unit 4: Overcome diversity and inclusivity issues in daily interactions at work
Who should attend this course
- Customer-Facing Staff
- Customer Service Representatives
- Call Centre Officers
- Store Advisors
- Service Crew
Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).