This module 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.

To equip staff with skills and knowledge to respond to challenging service situations with the use of appropriate verbal and non-verbal communication techniques. It involves recognising triggers that may lead to possible service challenges, applying service recovery procedures in accordance with organisation guidelines and procedures to escalate unresolved service challenges

Service Challenges SkillsFuture WSQ