You will learn to

• Follow guidelines to provide customer service.

Objectives

• Identify triggers in the service environment that may lead to potential service challenges.
• Apply service recovery procedures to respond to service challenges.
• Identify customer needs and expectations.
• Carry out measures to address urgent customer needs.
• Identify areas of improvement as per customer feedback.
• Identify service challenges that requires escalation.

Assessment

• Multiple-choice questions
• Role-play

You will receive a Statement of Attainment from SkillsFuture Singapore upon successful completion of this module and its assessment.

Entry Requirements

• 21 years and above.
• Speak, listen and read English at Workplace Literacy (WPL) Level 3, and manipulate numbers at Workplace Numeracy (WPN) Level 3.
• Never attended school; pre-primary / kindergarten education; primary education without PSLE / PSPE certification or equivalent.
• Minimum of two months of work experience in the cleaning operations sector as a Refuse Collector or with the interest to be employed in the industry.

Who should attend

• Refuse Collector