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WSQ Engage Service Excellence

Funding Validity Period

1 March 2020

22 August 2027

Course Overview

This course enhances service professionals' skills and mindset, focusing on exceeding customer expectations through personalised service and continuous improvement. It also emphasises proper grooming, projecting a positive image, and fostering a customer-oriented attitude for effective daily engagement.

Skills Acquired

By the end of this course, learners will be able to:

Recognise the diverse range of customers and their needs and expectation
Recognise the impact of one’s professional image and person on the organisation
Project a professional image and persona
Demonstrate effective communication skills when interacting with customers
Demonstrate the qualities and characteristics of a service professional when delivering go the extra mile service to exceed customer expectation
Create a positive customer experience by offering customised and personalised service
Know the customers’ preferred choices based on the customer group he/she belongs to
Escalate feedback on areas of improvement to enhance the customer

Learning Modules

Learning Unit 1: Provide Service Excellence to A Diverse Range of Customers and Their Needs and Expectations

Why is service excellence so important?
Who is a customer?
Diverse range of customers
Types of customers
Customer needs and expectations

Learning Unit 2: Recognise the Impact Of One’s Professional Image And Persona On The Organisation

What is professional image?
What is persona?
Tips for projecting a successful professional image in line with organisation’s objectives
Impact of one’s professional image and persona on self and the organisation

Learning Unit 3: Project A Professional Image and Persona

Making a positive impression
Organisational guidelines
Methods to project a professional image and persona

Learning Unit 4: Demonstrate Effective Communication Skills When Interacting with Customers at The Workplace

Importance of effective communication at the workplace
Principles of effective communication

Learning Unit 5: Demonstrate the Qualities and Characteristics of a Service Professional When Delivering Go-The Extra-Mile Service to Exceed Customer Expectations

Qualities and characteristics of a service professional
Go-the-extra-mile (gem) service
Exceed customer expectations
Methods to exceed customer expectations

Learning Unit 6: Create A Positive Customer Experience by Offering Customized and Personalized Service in Accordance with Organisation Guidelines

Positive customer experience
Methods to offer customised and personalised service
Methods to up-sell or cross-sell products or services

Learning Unit 7: Know the Customer’s Preferred Choices Based on The Customer Group He or She Belongs To

Different customer group

Learning Unit 8: Escalate Feedback on Areas of Improvement to Enhance the Customer Experience

Follow through after the sale
Customer feedback
Areas of improvement
Methods to identify areas of improvement
Managing feedback
Escalating feedback on areas of improvement

Why is service excellence so important?
Who is a customer?
Diverse range of customers
Types of customers
Customer needs and expectations

What is professional image?
What is persona?
Tips for projecting a successful professional image in line with organisation’s objectives
Impact of one’s professional image and persona on self and the organisation

Making a positive impression
Organisational guidelines
Methods to project a professional image and persona

Importance of effective communication at the workplace
Principles of effective communication

Qualities and characteristics of a service professional
Go-the-extra-mile (gem) service
Exceed customer expectations
Methods to exceed customer expectations

Positive customer experience
Methods to offer customised and personalised service
Methods to up-sell or cross-sell products or services

Different customer group

Follow through after the sale
Customer feedback
Areas of improvement
Methods to identify areas of improvement
Managing feedback
Escalating feedback on areas of improvement

Who is this course is for

The job role(s)/occupations that this module would be relevant to may include:

Customer-facing staff
Customer Service Representatives
Call Centre Officers
Store Advisors
Service Crews

Academic prerequisites

Learners must be able to read, write, speak and listen to English at secondary school level
Learners to have minimum GCE ‘O’ level or ITE certificate education
Learner should have at least 1 year’s working experience in any industry

Course Fees

Fees	Small Medium Enterprises (SMEs)	Non Small Medium Enterprises	Singaporean Employees aged 40 years and above
Full Fee	$450.00	$450.00	$450.00
9% GST (on full course fee)	$40.50	$40.50	$40.50
Funding Amount	$315.00 (70% off course fee)	$225.00 (50% off course fee)	$315.00 (70% off course fee)
Nett Fee Payable (incl. GST)	$175.50	$265.50	$175.50

SME: Company registered or incorporated in Singapore AND employment size of not more than 200 or with annual sales turnover of not more than $100 million
Non-SME (MCES): Employee is Singaporean aged 40 years and above

Course Fee Funding:
SME: 70% of course fee
Non-SME: 50% of course fee
Non-SME(MCES): 70% of course fee

Eligible for Absentee Payroll Funding

$4.50 per training hour capped at $100,000 per enterprise per calendar year

Eligible for SkillsFuture Enterprise Credit (SFEC)

Fees	Singapore Citizens (40 years and above)	Singapore Citizens (21 to 39 years old) & Permanent Residents (21 years old and above)
Full Fee	$450.00	$450.00
9% GST (on full course fee)	$40.50	$40.50
Funding Amount	$315.00 (70% off course fee)	$225.00 (50% off course fee)
Nett Fee Payable (incl. GST)	$175.50	$265.50

MCES: Singaporean aged 40 years and above
Normal: Singaporean / PR aged 21 years and above

Course Fee Funding:
MCES: 70% of course fee
Normal: 50% of course fee

Eligible for SkillsFuture Credit
Eligible for PSEA Funds