This course covers the skills and knowledge required for new staff /existing 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.
The aim of the course is to train new staff / existing staff to respond to challenging service situations according to service recovery and escalate unresolved service challenges.
On completion of this course, the learner will have Service Challenges skills and knowledge. This includes: