Guilford Training Centre

Course Objective
About The Course

Upon completion of the course, candidates will be able to:

Recognise the Diverse Range of Customers and their Needs and Expectations

Develop a Positive Customer Experience by Offering Personalised Service

Exhibit the Qualities and Characteristics of a Service Professional

Understand the go-the-extra-mile service that will benefit oneself and the organisation.

Identify Triggers in Service Environment

Articulate Effective Communication Skills when Interacting with Customers and Escalating Unresolved Service Challenges

Create a Professional Image and Persona

Develop feedback on areas of improvement and unresolved service challenges through proper escalation channels.

This unit aims to equip the learner with the knowledge and application skills in providing positive customer service to a diverse range of customers.

The target group for this module, “Customer Service Excellence” will be for:

Existing food service sector employees including Barista / Bartender / Wine Server / Wine Waiter / Crew Leader / Baker / Cook / Server / Service Crew / Kitchen Assistant, who are required to provide positive customer service to a diverse range of customers.

• New hires in the food services sector

• For learners from different industry or mid-career changers who wish to embark on their career in the industry

• Individuals who wish to learn about customer service excellence personally.

Course Content

1. Identify and address the needs of employers who seek to ensure that all employee in the food service sector is aware of the importance of customer service excellence.

2. Address the ability to provide positive customer service to a diverse range of customers.

Entry Requirements

Primary School Leaving Certificate (PSLE) or equivalent or at least 3 WSQ Statements of Attainment in Workplace Literacy or Numeracy (WPLN) at Level 1 or 2

Able to converse. read and write in English.

Teacher to Student Ratio

To ensure that all students have sufficient time to learn and practice their skills, we have allocated 1 teacher per 20 students maximum. (1:20)

Duration

The duration of this course will be held for 15 Hours (2 days)

Classroom Facilitated Training – 14 hours Assessment – 1 hour

Delivery Method and Assessment

Training delivery is a combination of lectures and group discussion.

Assessment consists of Role Play (RP) and Oral Questioning (OQ).

Certification

Upon successful completion of the programme, candidate will be awarded with WSQ Statement of Attainment (SOA) in Customer Service Excellence by SkillsFuture Singapore (SSG)

Course Fees

Self-Sponsored:

Full Fee Fee after funding:

$350.00

Full Fee	Fee after funding:
$350.00	For Foreigners / Singapore Citizens Aged below 21 years old $350.00	For Singapore Citizens / PRs Aged 21 years old and above $175.00	For Singapore Citizens Aged 40 years old and above Mid-Career Enhanced Subsidy (MCES) $105.00

For Foreigners / Singapore Citizens
Aged below 21 years old

$350.00

For Singapore Citizens / PRs
Aged 21 years old and above

$175.00

For Singapore Citizens
Aged 40 years old and above

Mid-Career Enhanced Subsidy (MCES)

$105.00

Company-Sponsored:

Funding Type	SME \| Enhanced Training Support for SMEs (ETSS)	Non-SME
Course Fee Subsidy*
For Singapore Citizens / PR Aged 21 years and above	$105.00	$175.00
For Singapore Citizens Aged 40 years and above	$105.00
Absentee Payroll Funding
For training conducted outside working hours, AP funding is given to the employers to defray the overtime pay that was paid to their employees. Hence to qualify for AP funding, employers must have in place a Human Resource (HR) policy which provides for the payment of overtime pay to employees for these training hours and pay their employees overtime pay for these hours, in accordance with the HR policy.
For Singapore Citizens / PR	capped at $4.50 per hour

*Final funding amount subject to sponsored employee criteria being met.

Note:
1. For more information on SFEC, eligibility criteria and the guide to claim SFEC, please refer HERE
2. Find out more about Absentee Payroll at HERE