Identify customer triggers, anticipate service challenges, escalate unresolved complaints according to customer service protocols and apply appropriate communication techniques to respond to challenging online service scenarios. This course focuses on online service breakdowns relevant to the “new normal.”

What you will learn

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.

Course Details

Recommended for Operational Staff

Eligible Grant

SSG Training Grant

Course Duration

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

Mode of Delivery

Synchronous e-Learning
In-person Classroom
Asynchronous e-Learning

Why train with SSA Academy

One of the appointed training providers by SkillsFuture Singapore (SSG) for Critical Core Skills (CCS) framework
Over 35 years of experience in workplace skills training
Over 15 years of working closely with SSG
Extensive pool of trainers with wealth of experience
Customisation of course content to suit organisational needs*
Customisation of course content to suit organisational needs*
Won numerous awards for Operational Excellence and Overall Business Performance

*Terms and conditions apply

Course Fee

Course fee starting 1 January 2023 to 31 December 2023

SELF-SPONSORED		SMEs	NON-SMEs
Singaporeans 21-39 yrs old Permanent Residents ≥ 21 yrs old & LTVP+	Singaporeans ≥ 40 yrs old	Singaporeans Permanent Residents ≥ 21 yrs old & LTVP+	Singaporeans 21-39 yrs old Permanent Residents ≥ 21 yrs old & LTVP+	Singaporeans ≥ 40 yrs old
Course Fee Funding 50%	Course Fee Funding 70%	Course Fee Funding 70%	Course Fee Funding 50%	Course Fee Funding 70%
$249.40	$163.40	$163.40	$249.40	$163.40