Service Challenges

Course Code: RET-CEX-1008-1.1

Course Duration

  • 2 Days (16 Hours) – Inclusive of assessment
  • Day 1: 8:30am-6:00pm
  • Day 2: 8:30am-4:00pm
  • Day 2: Assessment – 4:00pm onwards


On completion of the course, participants will be able to build customer confidence by developing stronger relationships and increasing customer value by handling customer service challenges and addressing the concerns of disgruntled customer.

Assumed Attitudes, Skills and Knowledge

Participants are assumed to be able to:

  • Read, write and speak English at WSQ WPL Level 3
  • Manipulate numbers at WPN Level 3


The main target learners for this course are security personnel and frontline staffs alike who are assigned to work in premises that requires them to perform frontline duties and possess the competencies and knowledge on:

  1. Types of triggers in the service environment
  2. Service Recovery procedures to respond to service challenges
  3. Methods to escalate unresolved service challenges

Physical and Medical Requirement

Participants must:

  • Be certified by a medical doctor to be physically fit for work
  • Not be colour-blind or hearing impaired

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