WSQ CERTIFIED SERVICE PROFESSIONAL

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COURSE OBJECTIVES

Get ready for five days of intensive experiential learning through service-in-action activities and role-playing in addition to classroom theory learning. Thereafter, be certified as a service professional and embark on exciting opportunities in the tourism and service-related sectors.

Aimed at instilling service mind and developing portable service skills, the Certified Service Professional (CSP) program has five distinctive features (Develop a service mindset, Intensive experiential learning, Employment relevance, Recognised qualifications, Commitment to service excellence).

COURSE CONTENT

- Develop the mindset & passion of an excellent service professional
• Think like a service professional; • Get ready to create memorable moments; Put up a great show

- Know your products, customers and organisation
• Know your products and services; • Know your customer requirements; • Know your organisation's systems and standards

- Make every encounter a GEMS moment
• Deliver the 10 GEMS • Go the extra mile • Handle service breakdowns & recovery

- Work with your colleagues to delight customers
• Resolve team problems• Communicate with team members

- Invite your customers to come back
• Build customer loyalty • Utilise customer records

- Keep improving your service
• Seek customer feedback & improve service

COURSE MEDIUM

English

ENTRY REQUIREMENTS

Entry Requirements
• Possess GCE 'N' Level English Grade C5/ GCE 'O' Level English Grade

C6 or
• Acquire Employability Skills System (ESS) Workplace Literacy (WPL)

Level 4 (for any 2 modalities)
• Make a personal commitment to take up a tourism-related service job

upon completion of training if participants are currently not working in

the tourism-related service sectors.

Participants who do not possess the necessary qualification can take the Computer Adaptive Test (CAT) to determine the ESS WPL Level. Participants who score less than ESS WPL Level 4 can attend ESS WPL training. Participants need to co-pay S$50 for ESS WPL training, while WDA funds the remaining training fee. Participants can take CAT again after training to achieve ESS WPL Level 4.

Commitment by Individual Participants

• Attain 100% attendance (5 days, 40 hours) and attempt all assessment

for the different modules of the training programme.
• Make best effort to secure employment in the tourism-service related

sectors within 6 months after training and to stay on the job for at least 3

months.
• Inform SNEF of employment in any tourism-service related sectors

within 6 months after training and submit valid document to verify

employment status to SNEF.
• Participate in any survey conducted by SNEF or WDA for the purpose

of tracking for a period of one year after the completion of training.

CERTIFICATION

Participants will be issued a WSQ Certified Service Professional Certificate upon successful completion and assessment of the training course. It is equivalent to 3 Service Excellence WSQ Ops Level SOAs: Provide GEMS Service; Deliver Service Excellence & Offer Customised & Personalised Service

COURSE SCHEDULE & VENUE

Total 5 days (9am – 6pm)

SNEF Training Institute (Tanglin Shopping Centre, #10-01/07)

NTUC LearningHub (141 Redhill Road )

CDAC SKILLS TRAINING AWARD SCHEME

Course	WSQ CERTIFIED SERVICE PROFESSIONAL
Course Fees	$650
Upfront Sponsorship by WDA	$585
CDAC Sponsorship	$32.50
Upfront Payment by Award Holder	$32.50

Award holders who failed to attend 100% of the classes and assessment would have to refund the sponsored fee of $617.50.

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