Service Excellence Level 1 (SFw) (Synchronous e-learning)

Course Reference Number: CRS-Q-0040227-RET

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

100% virtual classroom delivery

e-Assessment via webinars / videoconferencing, videos & roleplays

 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

Synchronous e-learning - 100% e-learning in Synchronous mode via webinar / video conferencing with e-assessment

Course Fee

Full Course fee before SSG funding
$374.50 (inclusive of GST)

Duration

2 Day(s) (16 Hrs)

Nett Fee (after SSG funding* and inclusive of GST) (Effective from 1 July 2020)

Funding Validity Period: 25 Nov 2019 to 24 Nov 2021

$42.00
After 95% funding (WSS)
(capped at $26.5/hr)
$59.50
After 90% funding
(capped at $25/hr)
$102.50
After 80% funding
(capped at $17/hr)
Applicable for :

Self-Sponsored & Company Sponsored #
(SMEs & Non-SMEs)
- Singapore Citizens who are eligible for Workfare Skills Support Scheme (WSS)
- 35 years and above with monthly income of not more than $2300 (or 13 years and above for persons with disabilities)
Applicable for :

Self-Sponsored
- Singapore Citizens
- Aged 40 years and above

Company Sponsored #
- SMEs: Singapore Citizens /PRs
- Non-SMEs: Singapore Citizens aged 40 years and above
Applicable for :

Self-Sponsored
- SingaporeCitizens/PRs
- Aged 21 years and above

Company Sponsored #
- Non-SMEs:
Singapore Citizens aged below 40 years/PRs

Upon successful course completion,self-sponsored singaporeans eligible for WSS scheme may apply for SSG TRAINING ALLOWANCE of $6 per hour, capped at 180 training hours per WSS eligibility year & TRAINING COMMITMENT AWARD*

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

Upcoming schedules
11th to 12th Aug 2020 Virtual Classroom (Online training) English
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27th to 28th Aug 2020 Virtual Classroom (Online training) English
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