TGS-2019504627
Introduction
On completion of this unit, participants would have acquired the knowledge and application skills of recognising customer needs and expectations, demonstrating effective communication and projecting work excellence professionalism, thereby creating positive customer experiences and ways of exceeding the customer experience.
Course Outline
- Recognise customer needs and expectations.
- Demonstrate effective communication.
- Project a professional image and persona.
- Deliver 'Go the Extra Mile' service to exceed customers' expectations.
- Create a positive customer interaction and experience.
- Escalate areas of improvement to enhance customers' experience.
Duration
- 18 hours
- 2.5 days (Full-Time)
-
1.5 weeks (Part-Time)
Mode of Instruction
This 18-hours course uses:- Mini lectures - to succinctly explain the concepts and theories
- Interactive activities - Group discussions on knowledge and procedural process.
- Group and individual exercises for practical activities including role-plays.
- Independent learning sessions to practice skills and evaluate own progress based on case-studies and games.
- Mutual sharing and feedback on performance through all formal and informal learning activities and games.
Trainer-Student Ratio - 1:20
Certification
Upon successful completion of the course and passing all assessments, participant will be awarded with a Statement of Attainment (SOA) by SSG.
Target Audience
The main target audience are operational and/or entry level staff from the tourism industry sectors. The job role(s)/occupations that this unit would be relevant to may include:
- Operation Crew
- Admission and Ticketing Crew
- Membership Crew
- Guest Service Crew
- Assistant Education and Programme Executive
- Other operational roles in the Tourism industry may be considered
Entry Requirement
- ES WSQ WPL level 5 and above or
- Preferably 1 GCE ‘N’ Level pass or Equivalent
| S$ | |
|---|---|
| Tuition Fee | 396.00 |
SELF SPONSORED SINGAPORE CITIZEN / SINGAPORE PR ≥ 21 YEARS ABOVE |
|
| Less SSG Funding (Up to 50% of Tuition Fee) | 198.00 |
| Tuition Fee after Funding | 198.00 |
| GST | 35.64 |
| NETT Fee Payable | 233.64 |
SELF SPONSORED SINGAPORE CITIZEN ≥ 40 YEARS ABOVE ONLY |
|
| Less SSG Funding (Up to 70% of Tuition Fee) | 277.20 |
| Tuition Fee after Funding | 118.80 |
| GST | 35.64 |
| NETT Fee Payable | 154.44 |
OTHER FEE |
|
| Application Fee (non-refundable) | 10.00 |
| GST | 0.90 |
| NETT Fee Payable | 10.90 |
|
Company Sponsor for Non-SMEs and SMEs |
|
|
Course Fee Subsidy of up to **70% and **Absentee Payroll Funding for Singaporeans and Permanent Residents Employees **Subjected to SkillsFuture Singapore (SSG) Terms and Conditions.
|
Enhanced Training Support for SMEs
For more information, click here.
Terms & Conditions for SSG Funding
Company-Sponsored Applicant
Short – Course Programme
- Applicant must be Singaporean or Singapore PR.
- Applicant must achieve 75% attendance for the unit and pass ALL assessments by TMIS within 2 attempts.
- SSG funding applies to the course fees only and excludes application fee and re-assessment fee.
- Should the applicant resign or be terminated during the training, the sponsoring company will not be eligible for funding. If applicant wishes to continue with the course, he/she can apply as Self-Paying Applicant. Terms and conditions apply.
- The absentee payroll will be disbursed to the company through Enterprise Portal for Jobs and Skills (EPJS) when the participant attain ALL the required SOAs.
- Applicant must indicate that he/she fully understands the terms and conditions for the SSG funding.
Self-Sponsored Applicant
Short – Course Programme
- Applicant must be Singaporean or Singapore PR.
- Applicant must achieve 75% attendance for the unit and pass ALL assessments by TMIS within 2 attempts.
- SSG funding applies to the course fees only and excludes Application fee and re-assessment fee.
- Applicant is liable to pay back the funding if ANY of the following is NOT fulfilled:
- Achieved 75% attendance for EVERY units
- Completed ALL the required units and pass ALL assessments - Self-paying applicants are NOT entitled to absentee payroll.
- Applicant must indicate that he/she fully understands the terms and conditions for the SSG funding.
*SSG Funding is up to 70%, is subjected to Applicant’s age and citizenship.
