Service Excellence

Service Excellence is a course that aims to to equip learners with the skills and knowledge to exceed customer expectations professionally and to create a positive customer experience.

Learning Outcomes:

At the end of this course, participants will:

  • Possess good knowledge relating to customer behaviour in terms of needs and expectations.
  • Be able to act professionally in response to customer needs with customised / personalised service in fulfilling customer expectations.
  • Be capable of handling challenging and difficult customers with service escalation and recovery as required situationally.
  • Be motivated to improve customer service levels continuously in service quality upon customer feedback.

Entry requirements:
Able to listen, read, write and speak English at WPLN Level 2 or equivalent

* Those who do not meet the entry requirements will be subjected to interview before acceptance.

Target Learners

  • Licensed security personnel involved in front-office security concierge operations and back-room support service with 1-year security industry experience
  • Possess Lower Secondary Education

Course Duration and Timings
2 days (16 training hours), 0900 to 1800hrs daily
Summative Assessment by APRO – 3rd day (2 hours)

Course Fees:

Full Course Fees $397.85
With SSG Funding, ≥21 years old (For Singaporeans and PRs) $215.35
With SSG Funding, ≥40 years old (For Singaporeans only) $142.35

NTUC members can enjoy 50% *unfunded course fee support for up to $250 or $500 (aged 40 years old and above; this will apply from 1 July 2020 to 31 December 2025) each year when you sign up for courses supported under UTAP.

*Unfunded course fee refers to the balance course fee payable after applicable government subsidy. This excludes registration fees, misc. fees etc.

Funding expiry: 15 Jan 2026
Course code:
RET-CEX-1010-1.1

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