Module 1: Lead with a Service Vision

This course focuses on the knowledge and skills in leading a service team to deliver service excellence. It involves techniques to promote a customer-centric environment, ways to influence service team towards goals, and methods to monitor team performance for continual improvements

Module 2: Analyse Service Quality For Customer Satisfaction

The “Analyse Service Quality and Customer Satisfaction” module covers knowledge and application skills in analysing customer data to establish and improve the level of service quality and customer satisfaction in the organization. This involves analysing service quality and customer satisfaction results, communicating findings and implementing improvement plans to close gaps

Module 3: Develop Service Recovery Framework

This module seeks to provide you with the knowledge and application skills to develop a service recovery framework. It involves analysing service challenges to ascertain service delivery gaps, developing a service recovery framework. cascading the service recovery procedures to staff and evaluating the impact of the strategies

Module 4: Manage Service Brand

The “Manage the Service Brand” module addresses knowledge and application skills in implementing the organisation’s service brand. It involves monitoring service branding guidelines and taking corrective actions to ensure alignment with the organisation’s service strategy

Module 5: Foster Service Innovation

This module covers knowledge and application skills in promoting the service innovation culture in the organisation. It involves leading a team to generate service innovation ideas, facilitating its implementation and evaluating the success of implemented service innovation ideas.

Module 6: Innovate Customer Experience

This module covers the knowledge and application skills in identifying the elements that forms customer expectations so as to provide the desired customer experience that is line with the organisation’s vision, mission and values. It covers various methods to design, innovate and translate the desired customer experience into a service operations planning

Module 7: Manage Service Partnership For Service Excellence

The “Manage Partnerships for Service Excellence” module addresses the knowledge and application skills required to establish and maintain relationships to enhance service excellence. It involves assessing the effectiveness of service partnerships, and implementing continual improvements to strengthen relationships with service partners

Module 8: Develop New Products and Services

The module covers the knowledge and application skills to develop new product or services to address customer needs and expectations. It covers the planning, development and implementation process of the newly developed product or service offering. This module also explores the roles and responsibility of the New Product Manager and the involvement of the Marketing Department in the launch of a product.

Interested applicants must possess ONE of the following entrance requirements:

• Obtain at least Grade C6 in any 5 GCE O levels subjects
• Higher NITEC
• Obtain at least 1 grade E GCE A levels subject or at least 1 Grade C6 GCE ‘AO’ (H1) level subjects
• Relevant Diplomas from other recognised local/overseas polytechnics or other Private Education Institutes (with an entry requirement of 12 years of formal education)
• Applicants must be of age 16 and above

Language Requirements:

Applicants are required to possess one of the following:

• At least C6 pass for English(EL1) at GCE O Levels or equivalent
• Achieve a minimum band of 5.5 in IELTS or equivalent
• WPLN Level 6 or more

Other qualifications can be considered for entry if they are deemed to be equivalent and will have to be approved by Director CAD in TVI

Each level may be assessed by any combination of written assessment, projects and oral interviews.

The mode of delivery will be a combination of lectures, workshops, group discussions, individual activities, experiential learning with a 1:20 teacher and student ratio.

Full Course Fee*
$12,960.00

Up to 50% SSG Subsidy** (Singaporean 21 to 39 years old or Permanent Residents)

$4,560.00

Up to 70% SSG Subsidy** (Singaporean aged 40 years old & above)
$6,960.00

*All prices are inclusive of 8% GST. GST are based on full course fees, before SSG funding.

**Current prevailing SkillsFuture Singapore (SSG) funding applies to Singapore Citizens or Singapore Permanent Residents. Please refer to SSG Training Grants Incentives website for the latest information.

1. Singaporeans and Permanent Residents have to meet the following conditions to be eligible for SSG fund, failing which the participant will be liable to pay the full course fees to Training Vision Institute.

a) Met minimum 75% in attendance and in E-learning hours

b) Qualify as Competent in all WSQ Assessments

c) Met other SSG eligibility criteria

2. Singapore Citizens can use their SkillsFuture Credit (SFC) to offset the course fee after subsidies.

3. Participant with Post-Secondary Education Account (PSEA) can apply to use the PSEA fund for the course fee.

4. Fee Protection Scheme (FPS) are not included. A non-refundable application fee of $54 for local students and $216 for international students will apply.

5. SkillsFuture Singapore course funding level has been revised from 1st January 2022. For complete information please visit SSG website or download the information here. Please speak to our Course Consultants to confirm your course fees.