Loc icon


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

Loc icon


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

Loc icon


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

Course Details

Customer Service Excellence Level 3


(incl. 9% GST)

Program Executive

Doris Chen
+65 8518 5863

Last Update:

18 May, 2023

Customer service excellence level 3

Course Objectives

In this course, learners will enhance their knowledge of their organisation’s products or service offerings and customer profile.

They will also learn how to monitor an individual’s level of service excellence. They will be taught to analyse the level of service performance and then implement corrective actions to close service delivery gaps.

Course Description

LU1: Organisation Product or Service Offerings

  • Enhance knowledge of organisation’s product or service offerings and customer profile
  • Identify different methods to establish customer rapport

LU2: Monitoring Service Excellence

  • Apply techniques to monitor individual progress for service

LU3: Service Delivery Gaps and Corrective Actions

  • Analyse gaps be-tween the team’s ser-vice performance and organisation’s service standards and to identify key areas for service improvement
  • Analyse service performance levels and implement corrective actions to improve service delivery gaps

LU4: Development of Coaching Plan

  • Develop coaching plans to address cus-tomer service gaps
  • Apply coaching techniques to address service performance issues

Course Duration

2 days / 16 hours

Skill Code


Upcoming Runs

  • 25 & 26 December 2023, Monday & Tuesday
  • 29 & 30 January 2024, Monday & Tuesday
  • 26 & 27 February 2024, Monday & Tuesday
[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
Final Amount Payable 
(After any grant applicable, inclusive of 9% GST)