WSQ Deliver Service Excellence (SFw) CRS-Q-0040019-TOU


On completion of this unit, participants would have acquired the knowledge and application skills of recognising customer needs and expectations, demonstrating effective communication and projecting work excellence professionalism, thereby creating positive customer experiences and ways of exceeding the customer experience.

Course Outline

1. Recognise customer needs and expectations.
2. Demonstrate effective communication. 
3. Project a professional image and persona.
4. Deliver 'Go the Extra Mile' service to exceed customers' expectations.
5. Create a positive customer interaction and experience.
6. Escalate areas of improvement to enhance customers' experience.


  • 18 hours
  • 2.5 days (Full-Time), 1.5 weeks (Part-Time)

Mode of Instruction

This 18-hours course uses:
• Mini lectures - to succinctly explain the concepts and theories
• Interactive activities - Group discussions on knowledge and procedural process.
• Group and individual exercises for practical activities including role-plays.
• Independent learning sessions to practice skills and evaluate own progress based on case-studies and games.
• Mutual sharing and feedback on performance through all formal and informal learning activities and games.

Trainer-Student Ratio - 1:20


Upon successful completion of the course and passing all assessments, participant will be awarded with a Statement of Attainment (SOA) by SSG.


Target Audience

The main target audience are operational and/or entry level staff from the tourism industry sectors. The job role(s)/occupations that this unit would be relevant to may include:
• Operation Crew
• Admission and Ticketing Crew
• Membership Crew
• Guest Service Crew
• Assistant Education and Programme Executive
• Other operational roles in the Tourism industry may be considered

Please click on the button below to register your interest.

Entry Requirement

  • ES WSQ WPL level 5 and above or
  • Preferably 1 GCE ‘N’ Level pass or Equivalent



Tuition Fee
Self Sponsored for SC / PR ≥ 21 years above
Less SSG Funding
Tuition Fee after Funding
7% GST
NETT Fee Payable
Self Sponsored for SC ≥ 40 years and above
Less SSG Funding
Tuition Fee after Funding
7% GST
NETT Fee Payable
Other Fee
Application Fee (non-refundable)
NETT Fee Payable


Company Sponsor for Non-SMEs and SMEs

Course Fee Subsidy of up to **90% and **Absentee Payroll Funding for Singaporeans and Permanent Residents Employees

**Subjected to SkillsFuture Singapore (SSG) Terms and Conditions.


Click here to view the terms & conditions for SSG Funding.

Click here to view other chargable fees for students.