WSQ Cert in Service Excellence

Kick start your service career with this short but fast paced WSQ Certificate in Service Excellence and acquire the skills and competencies to provide personalised service with a service excellence mindset. You will also learn the skills to handle service challenges, workplace diversity and as well as contribute to service improvements through service innovation.

WSQ Certificate in Service Excellence
No of Modules: 7
Duration: 81 Hours / 11 Days

Service Innovation (Level 1) (SF)

Course Reference: TGS-2019502898

Course Objectives: This programme will cover the skills and knowledge in understanding the importance of service innovation and the methods and opportunities that are available for a service staff to generate ideas that contribute to service innovation.

Duration: 8 hours / 1 Day

Coverage:
Importance of Service Innovation
Types of Service Innovation
Generate Service Innovation Ideas
Creative Thinking
Use of Selection Criteria
Evaluating and Select Idea for Service Innovation
Prepare Mock-up for Service Innovation
Present to Stakeholders
Address Stakeholders’ Concerns

Course Fee: (Funding Valid till 1 Apr 23)
Full Fee: $220
After Funding:
$22 (SME, MidCareer) $84 (Non-SME) 

People and Relationship Management
(Level 1) (SF)

Course Reference: TGS-2019504655

Course Objectives: At the end of the course, learners will be able to recognise the importance of inclusiveness, demonstrate the use of emotional intelligence and resilience to handle diversity in the service environment, and monitoring one’s actions in handling diversity.

Duration: 12 hours / 2 Days

Coverage:
Recognise Diversity
Types of Diversity Markers
Diversity Opportunities
Diversity Challenges

Handle Diversity -  Intrapersonal
Strategies to Develop EI
Strategies to Develop Resilience

Handle Diversity - Interpersonal
Apply Emotional Intelligence
Demonstrate Resilience
Continual monitor own actions
Corrective Actions

Course Fee: (Funding Valid till 29 Oct 23)
Full Fee: $250
After Funding:
$25 (SME, MidCareer) $97 (Non-SME)

Service Excellence (Level 1) (SF)

Course Reference:TGS-2019503703

Course Objectives: This programme will equip the learners with the skills and competencies to equip oneself with the mindset to go the extra mile in providing excellent service, which involves creating a positive customer experience and escalating areas of improvement that may enhance the customers’ experience

Duration: 16 hours / 2 Days

Coverage:
Value of Good Service
Good Customer Service
Understanding Customers
Demonstrating GEM Service Qualities
Understanding GEM Service
Creating Service Experience
First Impression
Keys to Success in Projecting a Professional Image
Exceed Expectations through Creative Communication
Offer Personalised Service
Offer Personalised Information
Providing Feedback for Service Improvement

Course Fee: (Funding Valid till 10 Jun 23)
Full Fee: $320
After Funding:
$32 (SME, MidCareer) $64 (Non-SME) 

Handle Service Challenges (Level 1) (SF)

Course Reference:TGS-2019503665

Course Objectives: This programme will cover the skills and knowledge required for service staff to respond to challenging service situations according to service recovery procedures and escalate unresolved service challenges.

Duration: 12 hours / 2 Day

Coverage:
Understand Service Challenges
Importance of Responding to Service Challenges
Understand Service Challenge Triggers
Recognise Service Challenges
Recognise Service Challenges
Respond to Service Challenges
Handle Difficult Customers
Apply Service Recovery
Escalate Unresolved Service Challenges

Course Fee: (Funding Valid till 29 May 23)
Full Fee: $250
After Funding:
$25 (SME, MidCareer) $97 (Non-SME)

Service Planning and Implementation
(Level 1) (SF)


Course Reference: TGS-2019504657

Course Objectives: This programme will cover the skills and knowledge required for service staff to deliver service excellence by utilising organisational service operations resources

Duration: 12 hours / 2 Days

Coverage:
Role in Service Value Chain
Importance of One’s Role
Tools to Deliver Service Excellence
Tool 1: Use Information
Tool 2: Use Team Work
Tool 3: Use Service Escalation

Course Fee: (Funding Valid till 12 Oct 23)
Full Fee: $250
After Funding:
$25 (SME, MidCareer) $97 (Non-SME)

Service Leadership (Level 1) (SF)

Course Reference: TGS-2018504599

Course Objectives: This programme will equip the learners with the skills and competencies to apply methods to deliver service in accordance with the organisation’s vision, mission and core values  and methods to monitor own performance in service delivery.

Duration: 16 hours / 2 Days

Coverage:
Align to Organisation Vision, Mission and Values
Recognise My Value and Contributions
Excel in Service Delivery
Monitor My Service Performance

Course Fee: (Funding Valid till 27 Nov 22)
Full Fee: $320
After Funding:
$32 (SME, MidCareer) $64 (Non-SME) 

Workplace Communications
(Level 1) (SF)


Course Reference:TGS-2019502893

Course Objectives: The objective of the programme is to impart to learners the skills and competencies to communicate in a way that responds to individual differences within the workplace positively

Duration: 8 hours / 1 Day

Coverage:
Principles of Effective Communication
Communication Channels
Barriers to Communication
Interpersonal Communication Techniques
Receive, interpret and analyse workplace information
Seek clarifications
Adopt Communication Style
Social and Cultural Differences
Respond to Sender
Perform the retail tasks using interpersonal communication techniques

Course Fee: (Funding Valid till 1 Apr 23)
Full Fee: $200 
After Funding:
$20 (SME, MidCareer) $64 (Non-SME)

Course Information:
1. All modules are pegged at Level 1 of Skills Framework for Retail
2. Mode of training are available in Full Time and Part Time for all modules stated in this page
3. Common methodology used for the training delivery include facilitated classroom learning, skills practice, role play, practical performance, group activity and discussion, individual activity and Q&A session 
4. A learner will be issued a Statement of Attainment (SOA) upon the fulfilment of all requirements of each module. A learner will be issued the WSQ Certificate in Service Excellence upon the attainment of the all 7 modules stated in this page
5. Absentee Payroll is  applicable for all modules, subject to terms and conditions
6. Information is accurate as 15 Dec 2020 

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E: learning@lgtc.com.sg

Copyright @ 2021. Last updated on Sep 2021.