How to handle online challenging customer situations

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How to handle online challenging customer situations

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How to handle online challenging customer situations


Recommended for Operational Staff

Eligible Grant

  • SSG Training Grant

Course Description

Feeling like you need superhero powers to handle all the challenging customer service situations in the ‘new normal?’ Finding it difficult to handle customer reviews online? We feel for you! Given all the recent disruptions, such as 2020’s Circuit Breaker where strict restrictions were imposed on non-essential services in a bid to halt the spread of the virus, service breakdowns unavoidably occurred.  Although things are normalising now, it is highly unlikely that it’s going to be business as usual, especially in the customer service industry that had to drastically accelerate the shift to digitalisation. 

Cheer up! You don’t need superpowers to manage the challenges. You need appropriate verbal and non-verbal communication techniques to respond to challenging online service situations. You need to learn to identify triggers, anticipate service challenges, and how to escalate unresolved ones according to service recovery protocols.

This course focuses on online service breakdowns, supported by many recent local examples especially those experienced during the Circuit Breaker.

Learning Outcomes

  • Identify potential points of service lapses in online transactions.
  • Provide appropriate responses to online service challenges using appropriate communication techniques.
  • Escalate online service challenges that are unresolved according to organisational procedures.

Mode of Delivery

  • In-person Classroom
  • Asynchronous e-Learning
  • Blended In-person Classroom and Asynchronous e-Learning
  • Aynchronous e-Learning and In-person Classroom

Course Duration

16.5 hours over 2 days including 3 hours of asynchronous e-learning

Course Fee

Singaporean (Including GST) Full course fee (Before GST)
Self-Sponsored 21-39 years old / Permanent Residence > 21 years old > 40 years old
$179.60 $73.10 $430

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