WSQ Diploma in Service Leadership / Diploma in Service Leadership (Blended) will help leaders, managers, and executives cultivate their knowledge, skills, and capabilities to effectively lead a culturally varied workforce and provide quality products and services in a diverse, challenging and rapidly evolving business environment.

Start on
Face-to-Face Class
Part-Time (8 months)
Programme Fees
(Up to 70% SSG Subsidy)

Training Vision Institute offers a programme for those who would like to further enhance their service leadership skills, the WSQ Diploma in Service Leadership / Diploma in Service Leadership (Blended).

With modules focusing on service leadership, this programme addresses the challenges that service leaders encounter brought by the rapid changes in the business environment. It contains topics on service partnerships, service challenges, planning and implementation, innovation, as well as people and relationship management.

The rapidly evolving digital economy needs leaders who are well-organised and can easily adapt to the disruption. Organisations need a management team that can lead in developing and implementing strategies and action plan to ensure that their businesses stay relevant, client-oriented, and service-focused. This Diploma will help business leaders enhance their skills to ensure that these business requirements are met.

The Diploma is comprised of 10 modules and may be completed in 6 - 8 months.

Upon successful completion of the programme, you will be awarded with WSQ Diploma in Service Leadership / Diploma in Service Leadership (Blended) by Training Vision Institute. You will also be awarded with Statement of Attainment (SOA) by SkillsFuture Singapore (SSG).

Module 1: Service Partnership for Leaders
Course Ref. No.: TGS-2019504180
Eligible for Claim Period: 01 Oct 2020 - 25 Aug 2025

Establish and maintain relationships to enhance service excellence, which includes implementing continual improvements to strengthen relationships with service partners.

Module 2: Service Challenges for Leaders
Course Ref. No.: TGS-2019504500
Eligible for Claim Period: 01 Oct 2020 - 28 Jul 2025

Develop service recovery frameworks, cascade service recovery procedures and evaluate the impact of the strategies.

Module 3: Service Information & Results for Leaders
Course Ref. No.: TGS-2019504347
Eligible for Claim Period: 01 Oct 2020 - 05 Aug 2025

Analyse customer data to establish and improve the level of service quality and customer satisfaction in the organisation, which includes implementing improvement plans to close gaps.

Module 4: Service Leadership for Leaders
Course Ref. No.: TGS-2019503870
Eligible for Claim Period: 01 Oct 2020 - 05 Aug 2025

Lead a team to deliver service excellence that is in line with the organisation’s customer-focused strategies.

Module 5: Service Planning & Implementation for Leaders
Course Ref. No.: TGS-2019504497
Eligible for Claim Period: 01 Oct 2020 - 28 Jul 2025

Develop service operations plans to deliver service excellence, evaluate service operations performance, and implement corrective actions for improvement.

Module 6: People & Relationship Management for Leaders
Course Ref. No.: TGS-2019504518
Eligible for Claim Period: 01 Oct 2020 - 28 Jul 2025

Develop a manpower resource plan and optimise the use of the workforce in a service environment, which includes evaluating the team’s performance and communicating manpower plans and changes to the workforce.

Module 7: Service Innovation Culture for Leaders
Course Ref. No.: TGS-2019504508
Eligible for Claim Period: 01 Oct 2020 - 28 Jul 2025

Promote a service innovation culture in the organisation and evaluate the success of implemented service innovation ideas.

Module 8: Service Innovation for Leaders
Course Ref. No.: TGS-2019504425
Eligible for Claim Period: 01 Oct 2020 - 04 Aug 2025

Develop and implement new products or services innovation to address customer needs and expectations.

Module 9: Service Brand for Leaders
Course Ref. No.: TGS-2019504512
Eligible for Claim Period: 01 Oct 2020 - 28 Jul 2025

Implement the organisation’s service brand, which includes taking corrective action to ensure alignment with the organisation’s service strategies.

Module 10: Service Information and Results for C-Suite
Course Ref. No.: TGS-2019504503
Eligible for Claim Period: 01 Oct 2020 - 28 Jul 2025

Assess the organisation’s service quality and customer satisfaction levels to monitor and manage customer information for service excellence.

Academic Minimum Entry Requirement:

  • Obtained at least C6 at GCE ‘O’ Level in 3 subjects; or
  • Obtained Higher Nitec in any relevant industry or equivalent; or
  • Obtained IB Diploma or equivalent; or
  • Mature candidate who is at least 30 years of age with 5 years’ working experience.

Local Students:

  • Obtained at least C6 at GCE ‘O’ Level in 3 subjects; or
  • Obtained Higher Nitec in any relevant industry or equivalent; or
  • Mature candidate who is at least 30 years of age with 8 years’ working experience.

International (STP) Students:

  • Completed 12 years of schooling; or completed high school in the country of origin; and
  • Attained 18 years of age or more; or
  • Obtained IB Diploma.

Language Requirement:

  • Obtained GCE ‘O’ Level English Language with a minimum grade of C6; or
  • Obtained WPL Level 6 (Average of Reading, Listening, Speaking & Writing Scores); or
  • Obtained IELTS 5.5 or equivalent (applicable for STP Students); or
  • Passed successfully TVI English Admission Test.

Other qualifications can be considered for entry, if they are deemed to be equivalent and will have to be approved by Director, Central Academic Division (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*

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

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

*All prices are inclusive of 9% 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 $109 for local students and $327 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.

KEY Facilitators
Louis Woo Thim Soon

Louis Woo is an accomplished retail and customer service practitioner and trainer with over 20 years of experience. He has been involved in implementing service initiatives for numerous retail corporations such as Bulgari (LVMH Group), Burberry, Guess, and Robinsons. Louis was appointed by SPRING Singapore and Singapore Retailers Association in 2017 to revamp the yearly Excellence Service Award Workshop curriculum for the retail sector. Starting his career as a retail buyer with Robinsons, Louis was responsible for the sales margin, sell-through, and stock turnover for the departments he oversaw. He then managed entire brand or store operations, sharing best practices and elevating the service level. Louis's last corporate role was with Burberry, where he was responsible for driving service KPIs across stores located in Southeast Asia. As a trainer and curriculum developer, Louis has facilitated over 100 workshops and worker-level programs for corporate and public sessions, receiving favorable feedback from clients and learners.

Wendy Poh

Wendy is a passionate and results-driven leader with expertise in service quality and business acumen. During her five years with a healthcare group, she trained over 100 clinical and non-clinical team members, including doctors, nurses, and admin support, and was appointed as Senior Operations Manager for three flagship stores, where she took the lead on service quality projects that garnered national awards, such as the Excellent Service Awards and Singhealth Quality Service Award. Previously, Wendy worked for an airline for 15 years, where she was appointed as a Rank Trainer and facilitated training and audits for new and senior crew members. She has also worked with independent training academies to facilitate WSQ programmes, managing learners ranging in age from 18 to 60. Recently, she has embarked on pedagogy training and received favourable feedback from both teachers and students. Wendy is seeking a challenging leadership role that will allow her to contribute to an organization's continued growth and success.

Steven Seek

Steven has been a Practising Management Consultant and a Certified Business and Leadership Coach for 9 years, and has established his own consultancy agency. With more than two decades of experience in leadership, strategic and business management, he has become a certified trainer and a dynamic speaker on topics about emotional intelligence and strengths-based leadership. He is currently facilitating the Certified Career Coach Skills program in partnership with International Coach Academy and an approved adult educator at Training Vision Institute.

William Chua

William Chua was in the aviation and airline industry for 36 years at Singapore Airlines where he was an in-flight manager and later on became and internal trainer. For the past 9 years, he has been actively involved in the Learning and Development, Organisation Development, and Human Resource Training in leading multinational corporations from different industries. He’s become a sought-after trainer who is highly known for his strong leadership skills, excellent communication skills, and a clear vision to accomplish goals. His training participants find his facilitation approach to be highly interactive as it involves peer learning, group discussion, role-plays and case studies. His course ratings have been consistently high, and participants enjoy his interactive programmes.

Charlene Teo Lek Mei

Charlene is an experienced and versatile individual who has worked in people-related industries for over 30 years, ranging from hospitality to education and psychotherapy. She spent 13.5 years with Singapore Airlines, where she retired as a Chief Stewardess. During her tenure, she was involved in training new crew members on inflight service, managing challenging situations, and the crew mentoring programme. Charlene is a certified Specialist Adult Educator (SAE) under the Institute of Adult Learning Professionalisation Programme, providing training programmes in Service Leadership, Transactional Analysis, Mindfulness, Neuro-Linguistic Programming, and Family Education for corporate organisations, schools, and government agencies. She is also a registered Counsellor and Clinical Supervisor with the Singapore Association for Counselling and a certified Transactional Analysis Advanced Practitioner with the US Transactional Analysis Association (USTAA). Charlene was the first trainer to convert training to the online platform for Training Vision Institute's Bachelor of Arts degree programme with BathSpa University, UK, in March 2020.

Questions? Check the frequently asked questions below.

For face-to-face class, a hard copy learner’s guide will be given, for L1 and L3 modules. For L4 and L5 modules, materials are available in TVI Online (Learning Management Systems).

Our course consultant will advise you if you need to bring along a laptop. You also have the option to loan a laptop from us for the duration of the course. You may also want to bring along a jacket in case the room gets cold.

For online classes, do ensure you have a functional laptop and have Zoom installed prior to class.

You are required to have basic computer navigational skills such as opening and closing, dragging and dropping, copying and pasting of files.

In partnership with Fis4Talents, Training Vision Institute's subsidiary for career coaching and talent solutions provider, we will provide learners exclusive career coaching upon completion of modules.

Yes, we have funding available for self-sponsored (individuals) - up to 50% or 70% funding, and company-sponsored (SME or Non-SME). For more information, you may visit here.


You can sign up for this course through this link. Once you have registered for the course, our course consultant will follow up with you via email regarding your course registration.

Sign up here

Once you have registered for the course, you will receive a detailed step-by-step user guide on how to claim your SkillsFuture Credit. Our course consultant will be able to assist you if you require any help along the way.

If you are still unsure whether this course is suitable for you, please leave your contact details here. A course consultant will get in touch with you to recommend the appropriate course(s) based on your learning objectives.


    Highest Qualification*
    PDPA Notice* By registering for this Form, I authorise the Training Vision Institute to collect, use and disclose my personal data submitted in this form for the purpose of contacting me about Training Vision Institute programs and follow up messages.
    Additional Message


    Data Communication for Managers (Classroom)

    Data storytelling is a way of communicating a compelling story using data, analytics and examples to translate data to share business performance. Effective data storytelling saves time in delivering findings through stories and data visualisation. At the end of the programme, learners will be able to design data displays such as dashboards to present trends and findings, incorporating new and advanced visualisation and analytics capabilities for data storytelling.

    24 Hours
    Computational Modelling for Business Intelligence Professionals

    This program is designed to enhance the computational modelling skills of business intelligence professionals. Participants will learn to identify appropriate statistical algorithms and data models to test hypotheses or theories. They will gain proficiency in utilizing a variety of statistical methods and analytics approaches to analyze data. The course also covers using analytics platforms and analytical tools based on specific requirements for analytics and reporting. Participants will develop the ability to conduct statistical modeling of data, derive patterns and solutions, and assess the effectiveness of models through tests on actions and outcomes. Additionally, the program includes performing coding and configuration of software agents or programs based on selected models or algorithms, proposing and implementing changes or updates to improve models or algorithms, and diagnosing unintended outcomes produced by analytical models.

    40 Hours
    5 Modules
    Business Performance Analytics

    This course equips participants with the skills needed to excel as a business performance analyst. Learners will gain an understanding of various business performance systems and their specific requirements. They will learn to design monitoring and testing procedures for processes within their department, ensuring efficiency and effectiveness. The course covers conducting gap analysis and evaluating findings and outliers, enabling participants to identify root causes and propose effective solutions.

    24 Hours
    4 Modules