Course Details

Customer Service Excellence Level 1

$378.00

(incl. 8% GST)

Program Coordinator

Last Update:

18 May, 2023

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

Skill Code

FSS-CEX-1040-1.1

Upcoming Runs

Wednesday, 22 Aug 2023
Wednesday, 29 Aug 2023
Wednesday, 6 Sep 2023
Wednesday, 13 Sep 2023
Wednesday, 20 Sep 2023

	Individual/Employer-sponsored [Foreigners]	Individual/Employer-sponsored and self-sponsored [Singapore Citizens and PR aged 39 years old and below]	Individual/Employer-sponsored and self-sponsored [Singapore Citizens and PR aged 40 years old and above]
	Funding Source
	Funding not applicable for foreigners	SkillsFuture Funding (Baseline)	SkillsFuture Mid-Career Enhanced Subsidy
	NA	Up to 50% of Courses Fees	Up to 70% of Course Fees
Full Course Fee	$350.00
Final Amount Payable (After any grant applicable, inclusive of GST)	$378.00	$203.00	$133.00