WSQ Deliver Service Excellence (SFw)

Introduction

This unit covers knowledge, skills and application skills on how to recognise customer needs and expectations, demonstrate effective communication and projecting a professional image. This includes creating a positive customer experience and ways to exceed the customer experience.
 

Course Outline

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

Duration

  • 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
 

Certification

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
 
 

 

Entry Requirement

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

 

Fees

S$
Tuition Fee
396.00
Self Sponsored for SC / PR ≥ 21 years above
 
Less SSG Funding
306.00
Tuition Fee after Funding
90.00
7% GST
27.72
NETT Fee Payable
117.72
Self Sponsored for SC ≥ 40 years and above
 
Less SSG Funding
356.40
Tuition Fee after Funding
39.60
7% GST
27.72
NETT Fee Payable
67.32
Self Sponsored Singapore Citizen of 35 years and above for Workfare Training Support (WTS)
 
Less SSG Funding
376.20
Tuition Fee after Funding
19.80
7% GST
27.72
NETT Fee Payable
47.52
Other Fee
 
Application Fee (non-refundable)
30.00
GST
2.10
NETT Fee Payable
32.10

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

Click here to view other chargable fees for students.