Loc icon


380 Jalan Besar, #08-05, ARC 380, S209000

Loc icon


380 Jalan Besar, #08-05, ARC 380, Singapore 209000

Loc icon


380 Jalan Besar, #08-05, ARC 380, Singapore 209000

Course Details

Customer Service Excellence Level 1


(incl. 9% GST)

Program Executive

Doris Chen
+65 8518 5863

Last Update:

07 June, 2024

Customer service excellence level 1

Course Objectives

In this course, learners learn about the different types of customers, common types of triggers in a service environment and customer needs and expectations. Learners are taught how to portray a professional image and personality, as well as the qualities and traits of a service professional. They will also learn to create a positive customer experience through methods such as personalizing their service and going the extra mile.

All resident food services workers covered under the Food Services PWM are required to attain at least two (2) WSQ training modules aligned to the endorsed Technical Skills & Competencies (TSCs) based on their job role. The Customer Service Excellence module is aligned with the PWM requirements for the Food Services Sector and is suitable for the following job roles:

  • Food/Drink Stall Assistant and Food Services Counter Attendant
  • Waiter
  • Waiter Supervisor

Course Description

LU1: Know your customers

  • Identify the types of customers and service environment triggers that may result in potential service challenges
  • Recognise and cater to the needs and expectations of a diverse range of customers

LU2: Maintaining Professional Image and Persona

  • Demonstrate the qualities and characteristics of a service professional and use techniques to portray a professional image and persona

LU3: Going the Extra Mile

  • Recognise the importance of going the extra mile within the service industry
  • Apply various methods to exceed customer expectations and create a positive customer experience

LU4: Principles of Effective Communication

  • Apply effective communication skills when interacting with customers and escalate service issues that have not been resolved

LU5: Escalation Process

  • Apply methods to escalate feedback on improvement areas and unresolved service challenges through escalation channels

Course Duration

1 day / 8 hours


2 Kallang Avenue, CT Hub #06-30, Singapore 339407

Skill Code


Course Reference Code


Upcoming Training Dates

  • 12 June 2024 (09:00am to 06:00pm)
  • 19 June 2024 (09:00am to 06:00pm)
  • 26 June 2024 (09:00am to 06:00pm)
  • 03 July 2024 (09:00am to 06:00pm)
  • 10 July 2024 (09:00am to 06:00pm)
  • 17 July 2024 (09:00am to 06:00pm)
  • 24 July 2024 (09:00am to 06:00pm)
  • 31 July 2024 (09:00am to 06:00pm)

Sign up link: https://adeptacademy.fillout.com/register

[Singapore Citizens/ PR and LTVP+ Holders aged 21-39 years old]
[Singapore Citizens aged 40 years old and above]
[Singapore Citizens and PRs]
Funding Source
Funding not applicable for foreigners
SkillsFuture Funding
SkillsFuture Mid-Career Enhanced Subsidy/ Enhanced Training Support for SMEs
Up to 50% of Courses Fees
Up to 70% of Course Fees
Full Course Fee
(Exclude GST)
Final Amount Payable 
(After any grant applicable, inclusive of 9% GST)

* Singapore Citizens aged 25 and above may offset the payable course fees with SkillsFuture Credit.