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Service Excellence Level 1 (SFw)

Course Reference Number: TGS-2019504708

Course Objectives

This skill describes the ability to apply the knowledge to go the extra mile in providing excellent service, which involves recognising a diverse range of customers and their needs and expectations, projecting a professional image, demonstrate the qualities of a service professional, creating a positive customer experience, and escalating areas of improvement that may enhance the customers’ experience.

Methods of Learning

Mini lectures with presentations to explain concepts and theories

Interactive activities including demonstrations

 Role-play and case study discussion with mutual sharing and feedback

Learning Outcomes

This skill describes the ability to apply the knowledge and skills in providing excellent service. At the end of the programme, learners should be able to:

 Recognize the diverse range of customers and their needs and expectations

 Project a professional image and persona

 Demonstrate the qualities and characteristics of a service professional when delivering go – the – extra – mile service

 Create a positive customer experience by offering customized and personalized service in accordance with organisation guidelines

 Escalate feedback on areas of improvement to enhance the customer experience

Who should attend

This programme is targeted for:

 Customer service personnel

 Front line service staff

Mode of Delivery

Classroom Training
Assessment

Course Fee

$374.50 (inclusive of GST)

Miscellaneous Fees

Make-up Session - $10.70 (inclusive of GST)

Appeal & Re-assessment - $21.40 (inclusive of GST)

Miscellaneous Fees refer to any non-compulsory fees which the trainees pay only when applicable. Such fees are normally collected by Eduquest when the need arises.

Fees indicated are per pax and not per proforma invoice or invoice.

Duration

2 Day(s) (16 Hrs)

Trainer : Learner Ratio

1:20

Nett Fee after SSG’s Course Fee Funding

Funding Validity Period: 25 Nov 2019 to 24 Nov 2023

Singapore Citizens (SCs), Permanent Residents (PRs) and Long Term Visit Pass Plus (LTVP+) Holders * Up to 50% of course fees $ 199.50
Inclusive of GST
SCs aged ≥ 40 years old (SkillsFuture Mid-career Enhanced Subsidy) Up to 70% of course fees $ 129.50
Inclusive of GST
SMEs (Enhanced Training Support for SMEs)

 * Self-sponsored individuals must be at least 21 years old.

 #Absentee payroll support in addition to course fee funding available for employer-sponsored candidates.
 *Terms and conditions applies to all types of SSG fundings. More details at www.tpgateway.gov.sg

Upcoming schedules
13th,18th,20th Oct YRSG Score (TMP) English
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15th,16th Oct Virtual Classroom (Online training) English
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8th,9th Nov Virtual Classroom (Online training) English
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