Service Excellence (WSQ)

Service Excellence (WSQ)

Accredited 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:
    • Part 1 – Project a Positive & Professional Image (PPPI)
      • Recognise the impact of one’s professional image and persona on the organization
      • Project a professional image and persona in accordance with organisational guidelines
      • Communicate professionally with customers in accordance with organisation’s guidelines
      • Impact of one’s professional image and persona on the organization
      • Methods to project a professional image and persona
      • Principles of effective communication
      • Non-verbal communication skills
      • Types of customers
      • Adhere to professional codes of conduct when projecting a professional image
      • Monitor others’ reactions to own professional image by obtaining verbal and non-verbal feedback from customers, peers and supervisors
    • Part 2 – Provide Go-the-Extra-Mile Service (PGEMS)
      • Recognise the diverse range of customers and their needs and expectations
      • Demonstrate the qualities and characteristics of a service professional when delivering go-the-extra-mile service to exceed customer expectations
      • Create a positive customer experience by offering customized and personalized service in accordance with organisation guidelines
      • 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. Education Target Group:
    • Never attended school
    • Primary School Leaving Certificate (PSLE) / Primary School Proficiency Certificate (PSPE) or other certificates of equivalent standard
    • At least 1 GCE ‘N’ Level pass
    • At least 1 GCE ‘O’ Level pass
    • At least 1 GCE ‘A’/’H2’ Level pass or equivalent (General)
    • National ITE Certificate (Nitec) or equivalent (eg Post Nitec Certificate, Specialist Nitec, Certificate in Office Skills, National Technical Certificate Grade 2, National Certificate in Nursing, Advanced Builder Certificate)
    • WSQ Certificate or equivalent
    • Polytechnic diploma
    • Other advanced diploma, post-diploma qualifications or equivalent n.e.c.
    • Bachelor’s degree or equivalent
    • Postgraduate diploma (including NIE postgraduate diploma)
  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: Full Time/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: 7 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: $500.00 (Discounted. 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

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

Self-sponsored Individual

 

Fees Government Subsidies Remaining Course Fees
$500.00 -$289.00
(for 21-39 years old)
$211.00
-$425.00
(Mid-Career Enhanced Subsidy)
$75.00

 

Small-Medium Enterprise (SME)

 

Fees Government Subsidies Remaining Course Fees
$500.00 -$425.00
(Non-WTS / Mid-Career Enhanced Subsidy)
$75.00

 

Non-SME

 

Fees Government Subsidies Remaining Course Fees
$500.00 -$289.00
(Non-WTS)
$211.00
-$425.00
(Mid-Career Enhanced Subsidy)
$75.00

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