Service Excellence (WSQ)

Registered under Singapore Workforce Skills Qualifications System

1. Course Prefix/Number: TGS-2019503788 (Old Code: CRS-Q-0038836-RET)
2. Course Description: This unit covers
   • Ability to project a professional image when serving customers. It also includes equipping oneself with a positive and customer-oriented mindset to impress and wow customers in their day-to-day engagement.
   • Knowledge and application skills in equipping service staff with the mindset to go-the-extra-mile in providing excellent service. It involves demonstrating the qualities and characteristics of a service professional, creating a positive customer experience by offering customised and personalised service, and escalating areas of improvement that may enhance the customers’ experience.
3. Course Objectives
   • • Understand types of Customers
     • Understand customer needs and expectations
     • Understand qualities and characteristics of a service professional
     • Understand importance of go-the-extra-mile for service to oneself and the organisation
     • Understand methods to exceed customer expectations
     • Understand principles of effective communication
     • Understand non-verbal communication skills
     • Understand methods to escalate areas of improvement to enhance customer experience
     • Understand methods to project a professional image and persona
     • Able to recognise the diverse range of customers and their needs and expectations
     • Able to recognise the impact of one’s professional image and persona on the organisation
     • Able to project a professional image and persona
     • Able to demonstrate effective communication skills when interacting with customers
     • Able to demonstrate the qualities and characteristics of a service professional when delivering go-the-extra-mile service to exceed customer expectations
     • Able to create a positive customer experience by offering customised and personalised service
     • Able to know the customer’s preferred choices based on the customer group he or she belongs to
     • Able to escalate feedback on areas of improvement to enhance the customer experience
4. Certification Type: Statement of Attainment
5. Certification Title: Service Excellence (WSQ)
6. Area of Training: Service Excellence
7. Target Training Group: Public
8. Nature of Training: Publicly-conducted course
9. Minimum Entry Requirements:
   • Able to Speak, Listen, Read and Write simple English
   • WPLN Level 3 in Listening, Reading, Speaking and Writing
10. Target Group Occupation: Managerial Non-supervisory Supervisory
11. Target Audience: Manager, Customer-facing staff, Customer Service Representatives, Call Centre Officers, Store Advisor, Service Crew
12. Mode of Training: Part-Time
13. Language Medium Provided: English
14. Payment Type: Nett Fee
15. Duration Components:
    • 1 (Assessment Hours)
    • 16 (Classroom Training Hours)
16. Total Training Duration: 17 Hours
17. Training days: 2 days
18. Length of Course Duration: 2 day(s)
19. Cost Components:
    • $80.00 ( Assessment fee per trainee (excluding GST))
    • $560.00 ( Course fee per trainee (excluding GST))
20. Total Cost of Training per Trainee: The list price is $640)
21. Course Remarks
    • This is a transition for >75% mapped CA.
    • This CA has been approved previously under CRS-Q-0034359-SVCF and CRS-Q-0031315-SVCF.
    • Effective course start date from 01-10-2020
22. Validity period
    • This is course is valid from 10/01/2020 to 06/07/2025

Students need to attain 75% attendance and pass the course to be eligible for the subsidies.

Self-sponsored Individual

Small-Medium Enterprise (SME)

Non-SME

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