WSQ Respond to Service Challenges and Opportunities
About This Course
On completion of this unit, participants will have acquired the skills, knowledge and attitude required to recognize customer needs and concerns, display personalized service as well as create value service to delight customers. These critical customer service skills will hold our students in good stead to succeed in a number of varying roles, all where customer service is at the centre of the experience
What You'll Learn
The course focuses on how to identify guests’ needs, expectations, escalate service challenges, exceed guests’ expectation as well as demonstrate resilience in the handling of service challenges. Key to this course is identifying differing customer needs in a service situation.
The art of true service, confidence in service, problem solving and service recovery will all be explored, Providing our students with the confidence to be able to serve others, due to their genuine service understanding, underpinning their actions and decisions.
Entry Requirements
• Academic requirements - Admission is on the basis of academic merit where students have completed a GCE N levels with at least 2 passes, including English and Mathematics or WSQ WPLN proficiency Level 5
• Industry experience - where possible, or in the absence of suitable academic requirements, students with a demonstrated attitude, skills and knowledge, developed through industry expe-rience of 2 years may be suitable. Industries include Tourism, Hospitality, Food and Beverage, Catering Services.
• English language proficiency - students must have a good command of written and spoken English, GCE N Level pass in English or equivalent OR WSQ WPLN Level 5
• Suitability to industry demonstrated through attitude and knowledge of Tourism, Hospitality, Food and Beverage or Catering Services industries.
• Interest and passion in the Tourism, Hospitality, Food and Beverage or Catering Services in-dustry