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.

Service Innovation 1

Course Reference: CRS-Q-0037978-RET

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: 16 hours / 2 Days

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

Methodology: Classroom teaching, skill practice, role-plays, group discussions and Q&A 

Mode of Training: Full Time / Part Time

Certificate Type: Statement of Attainment

Cost Fees: (Funding Valid till 31 Dec 2019)
Full Fees: $300
After Funding: $30 (SME, MidCareer)
$60 (Non-SME), $15 (WTS)
Absentee Payroll is applicable

People and Relationship Management 1

Course Reference: CRS-Q-0040022-RET

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: 9 hours / 1 Day

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

Methodology: Classroom teaching, skill practice, role-plays, group discussions and Q&A 

Mode of Training: Full Time / Part Time

Certificate Type: Statement of Attainment

Cost Fees: (Funding Valid till 29 Oct 2021)
Full Fees: $250
After Funding: $25 (SME, MidCareer)
$67 (Non-SME), $12.50 (WTS)
Absentee Payroll is applicable

Service Excellence 1

Course Reference: CRS-Q-0038854-RET

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

Methodology: Classroom teaching, skill practice, role-plays, group discussions and Q&A

Mode of Training: Full Time / Part Time

Certificate Type: Statement of Attainment

Cost Fees: (Funding Valid till 10 Jun 2021)
Full Fees: $320
After Funding: $32 (SME, MidCareer)
$64 (Non-SME), $16 (WTS)
Absentee Payroll is applicable

Handle Service Challenges 1

Course Reference: CRS-Q-0038712-RET

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: 9 hours / 1 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

Methodology: Classroom teaching, skill practice, role-plays, group discussions and Q&A

Mode of Training: Full Time / Part Time

Certificate Type: Statement of Attainment

Cost Fees: (Funding Valid till 29 May 2021)
Full Fees: $250
After Funding: $25 (SME, MidCareer)
$50 (Non-SME), $12.50 (WTS)
Absentee Payroll is applicable

Service Planning and Implementation 1

Course Reference: CRS-Q-0039941-RET

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: 9 hours / 1 Day

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

Methodology: Classroom teaching, skill practice, role-plays, group discussions and Q&A

Mode of Training: Full Time / Part Time

Certificate Type: Statement of Attainment

Cost Fees: (Funding Valid till 12 Oct 2021)
Full Fees: $250
After Funding: $25 (SME, MidCareer) $50 (Non-SME), $12.50 (WTS) Absentee Payroll is applicable

Service Leadership 1

Course Reference: CRS-Q-0035516-RET

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

Methodology: Classroom teaching, skill practice, role-plays, group discussions and Q&A

Mode of Training: Full Time / Part Time

Certificate Type: Statement of Attainment

Cost Fees: (Funding Valid till 27 Nov 2020)
Full Fees: $320
After Funding: $32 (SME, MidCareer) $64 (Non-SME), $16 (WTS)
Absentee Payroll is applicable

Workplace Communication 1

Course Reference: CRS-Q-0037981-RET

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

Methodology: Classroom teaching, skill practice, role-plays, group discussions and Q&A

Mode of Training: Full Time / Part Time

Certificate Type: Statement of Attainment

Cost Fees: (Funding Valid till 1 Apr 2021)
Full Fees: $200 
After Funding: $20 (SME, MidCareer) $40 (Non-SME), $10 (WTS) Absentee Payroll is applicable