Service Excellence (WSQ)
Accredited under Singapore Workforce Skills Qualifications System
- Course Prefix/Number: TGS-2019503788 (Old Code: CRS-Q-0038836-RET)
- 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.
- 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
- Certification Type: Statement of Attainment
- Certification Title: Service Excellence (WSQ)
- Area of Training: Service Excellence
- Target Training Group: Public
- Nature of Training: Publicly-conducted course
- Minimum Entry Requirements:
- Able to Speak, Listen, Read and Write simple English
- WPLN Level 3 in Listening, Reading, Speaking and Writing
- Target Group Occupation: Managerial Non-supervisory Supervisory
- Target Audience: Manager, Customer-facing staff, Customer Service Representatives, Call Centre Officers, Store Advisor, Service Crew
- Mode of Training: Part-Time
- Language Medium Provided: English
- Payment Type: Nett Fee
- Duration Components:
- 1 (Assessment Hours)
- 16 (Classroom Training Hours)
- Total Training Duration: 17 Hours
- Training days: 2 days
- Length of Course Duration: 2 day(s)
- Cost Components:
- $80.00 ( Assessment fee per trainee (excluding GST))
- $560.00 ( Course fee per trainee (excluding GST))
- Total Cost of Training per Trainee: The list price is $640)
- 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
Fees |
Government Subsidies |
Remaining Course Fees |
$610.00
(Discounted. List Price is $640, Supported under UTAP for NTUC members)
(UTAP expiry: 31/3/2025) |
-$305.00
(for 21-39 years old / PR 21 years old and over) |
$305.00 |
-$427.00
(Mid-Career Enhanced Subsidy) |
$183.00 |
Small-Medium Enterprise (SME)
Fees |
Government Subsidies |
Remaining Course Fees |
$610.00
(Discounted. List Price is $640, Supported under UTAP for NTUC members)
(UTAP expiry: 31/3/2025) |
-$427.00 |
$183.00 |
Non-SME
Fees |
Government Subsidies |
Remaining Course Fees |
$610.00
(Discounted. List Price is $640, Supported under UTAP for NTUC members)
(UTAP expiry: 31/3/2025) |
-$305.00
(for 21-39 years old / PR 21 years old and over) |
$305.00 |
-$427.00
(Mid-Career Enhanced Subsidy) |
$183.00 |
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