CRS-Q-0039387-RET
Course Objective
On completion of this unit, participants would have learnt the knowledge and application skills needed to help them deliver service excellence, utilising organisational service operations resources. It involves delivering quality service standards as part of a team and escalating service performance issues affecting the organisation’s service standards.
Course Outline
- Recognise the role that one plays in the service value chain.
- Acquire information commonly sought by organisation's customers.
- Deliver service as part of a team according to the organisation's service standards.
- Escalate service performance issues that affect the organisation's service standards.
Course Duration
- 16 hours
- 2 days (Full-Time)
- 2 weeks (Part-Time)
Mode of Instruction
This 16-hour workshop 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 service staff from various service industry sectors. The job role(s)/occupations that this unit would be relevant to may include:
- Customer-facing staff
- Customer service representatives
- Call centre officers
- Store advisors
- Service crew
Entry Requirement
Learners are assumed to:
- Have an understanding of the organisation’s product and service offering
- Have an understanding of the organisation’s structure, standard operating procedures and guidelines on customer service
- ES WSQ WPL level 5 and above or
- Preferably 1 GCE ‘N’ Level pass & above
| S$ | |
|---|---|
| Tuition Fee | 350.00 |
SELF SPONSORED SINGAPORE CITIZEN / SINGAPORE PR ≥ 21 YEARS ABOVE |
|
| Less SSG Funding (Up to 50% of Tuition Fee) | 175.00 |
| Tuition Fee after Funding | 175.00 |
| GST | 28.00 |
| NETT Fee Payable | 203.00 |
SELF SPONSORED SINGAPORE CITIZEN ≥ 40 YEARS ABOVE ONLY |
|
| Less SSG Funding (Up to 70% of Tuition Fee) | 245.00 |
| Tuition Fee after Funding | 105.00 |
| GST | 28.00 |
| NETT Fee Payable | 133.00 |
OTHER FEE |
|
| Application Fee (non-refundable) | 10.00 |
| GST | 0.80 |
| NETT Fee Payable | 10.80 |
|
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.
