This unit covers the skills and knowledge required for service staff to respond to challenging service situations with the use of appropriate verbal and non-verbal communication techniques. It involves recognising triggers which may lead to service challenges, use of service recovery procedures to respond to the challenges and escalating unresolved service challenges.

COMPETENCIES (PERFORMANCE STATEMENTS)

• Recognise triggers in the service environment that may lead to potential service challenges.
• Use service recovery procedures to respond to service challenges in accordance with organisation guidelines.
• Escalate unresolved service challenges in accordance with the organisation’s guidelines.