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. 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

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

The Government Subsidies are valid from 1st January 2022

Self-sponsored Individual

Small-Medium Enterprise (SME)

Non-SME

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