WSQ Certificate In Service Excellence (Operations)

WSQ Certificate In Service Excellence (Operations)

About the Course

The WSQ Certificate in Service Excellence aims to groom Service Professionals with the skills and competencies to engage customers for service excellence. It also aims to equip them with the resilience to handle challenging situations and diversity, provide go-the-extra mile service, as well as contribute to service improvements through service innovation.

Course Structure

WSQ SVCF Lvl 1

- Provide Go-the-Extra-Mile Service
- Project a Positive and Professional Image
- Respond to Service Challenges
- Recognise the importance of service innovation in the organisation
- Generate potential service innovation ideas to transform the customer experience
- Evaluate potential service innovation ideas according to organisational evaluation criteria
- Present mock-up of service innovation ideas to stakeholders
- 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
- Recognise the importance of inclusiveness when working in a diverse service environment
- Apply emotional intelligence when interacting with team members and customers in a diverse service environment
- Demonstrate resilience when faced with challenges in a diverse service environment
Monitor own actions in handling diversity in the diverse service environment.
- Recognise the role one plays in contributing to the organisation’s vision, mission and values
- Demonstrate service delivery in accordance with the organisation’s vision, mission and values
- Monitor own performance to ensure consistency with the organisation’s vision, mission and values
- Leverage on organisational resources when engaging with customers over various platforms
- Portray professional etiquette when responding to customers over various platforms in accordance with organisational guidelines
- Escalate feedback received over various platforms in accordance with the organisation’s guidelines

Fees

Module
Duration Course Fee
Self Sponsored
Company Sponsored
Module 1 32 hours $695.50 1SDF: $139.10
2MCES: $69.55
3WTS: $34.80
4*YM : $13.90
Non-SMEs
1SDF: $139.10
2MCES: $69.55
3WTS: $34.80
SMEs
1SDF / 2MCES: $69.55
3WTS: $34.80
Module 2 – 4 16 hours

(per module)

$321

(per module)

1SDF: $64.20
2MCES: $32.10
3WTS: $16.05
4*YM : $6.40(per module)
Non-SMEs
1SDF: $64.20
2MCES: $32.10
3WTS: $16.05
SMEs
1SDF/ 2MCES: $32.10
3WTS: $16.05(per module)
Module 5 – 6  8 hours

(per module)

$192.60

(per module)

1SDF: $38.50
2MCES: $19.30
3WTS: $9.65
4*YM : $3.85(per module)
Non-SMEs
1SDF: $19.30
2MCES: $19.30
3WTS: $9.60
SMEs
1SDF/ 2MCES: $19.30
3WTS: $9.60(per module)
A WSQ Statement of Attainment (SOA) awarded by SkillsFuture Singapore (SSG) will be issued to you for each module (*if the requirements below are met).
 
*A minimum of 75% attendance is to be achieved and be graded as “Competent” in the assessment/s for each WSQ module.

*All prices are inclusive of 7% GST
1Skills Development Fund (SDF) – Singapore Citizens/PR, aged 21 years and above
2Skills Future Mid Career Enhanced Subsidy (MCES) – Singapore Citizens, aged 40 years and above
3Workfare Training Scheme (WTS) – Employed Singapore Citizens, aged 35 years and above, earning not more than SGD$2,000 per month
4Yayasan Mendaki (YM) Subsidy – Employed/ Unemployed Malay/Muslim Singapore Citizens/PR

 

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