WSQ Advanced Certificate In Service Excellence is designed for service coaches, trainers, supervisors, and managers operating in the different service industry sectors. If you are in a leadership role in the service sector, this programme will cultivate your skills and competencies to effectively nurture and supervise your team towards achieving service excellence.

Start on
Face-to-Face Class
145 Hours
Programme Fees
$ 2,246.40
(Up to 90% SSG Subsidy)

Training Vision Institute is pleased to offer the WSQ Advanced Certificate In Service Excellence, a short programme dedicated for the leaders in the service industry.

This programme is composed of modules focusing on grooming service coaches to be role models to new entrants. It will guide you in cultivating your skills in coaching and relationship management, as well as your ability to establish customer relationships and manage service operations and performance.

The foundation for building customer loyalty and extraordinary customer experience is a corporate culture and mode of operation centred on excellent service standards. Through this programme, you will be able to equip yourself with the skills that organisations look for to help them succeed.

This course contains 8 modules which may be completed in a total of 145 hours.

Upon completion of each module, a Statement of Attainment (SOA) will be awarded by SSG.

Module 1: Service Excellence for Champions

Course Ref. No.: TGS-2019504446
Eligible for Claim Period: 01 Oct 2020 - 28 Jul 2023

Build customer confidence in the organization and to develop customer relationships that build customer loyalty. It also involves the know-how of handling service opportunities and escalated service challenges.

Module 2: Service Planning and Implementation for Champions
Course Ref. No.: TGS-2019504443
Eligible for Claim Period: 01 Oct 2020 - 29 Jul 2023

Manage service operations in accordance to organizational guidelines to achieve service excellence.

Module 3: Service Leadership for Champions
Course Ref. No.: TGS-2019504448
Eligible for Claim Period: 01 Oct 2020 - 30 Jul 2023

Role model the service vision of an organisation and encourage service excellence.

Module 4: Service Information and Results for Champions
Course Ref. No.: TGS-2019504447
Eligible for Claim Period: 01 Oct 2020 - 28 Jul 2023

Manage service quality and customer satisfaction in an organization and monitor service performance levels.

Module 5: Service Coaching for Champions
Course Ref. No.: TGS-2019504441
Eligible for Claim Period: 01 Oct 2020 - 05 Aug 2023

Coach individuals for service performance to close service gaps and monitor the progress of individuals for improvements in service performance.

Module 6: People and Relationship Management for Champions
Course Ref. No.: TGS-2019504444
Eligible for Claim Period: 01 Oct 2020 - 29 Jul 2023

Role model the service vision of an organisation and encourage service excellence.

Module 7: Service Information and Results for Ambassadors
Course Ref. No.: TGS-2019504445
Eligible for Claim Period: 01 Oct 2020 - 29 Jul 2023

Acquire information and developing networks relevant to an organization’s industry

Module 8: NICF - Customer Experience Management (SF) (Synchronous e-learning)
Course Ref. No.: TGS-2019504296
Eligible for Claim Period: 01 Sep 2019 - 31 Aug 2023

Analyse implications of customer profiles, requirements and buying patterns on organisation’s marketing strategy, and propose customer engagement initiatives.

Basic English Proficiency (WPL4 and above)

The method of assessment will be open book written and oral assessments.

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*

$$ 2,246.40

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 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 $53.50 for local students and $214 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
Elizabeth Ng
Associate Trainer

Elizabeth Ng is a highly sought after facilitator, coach and public speaker with a background in Singapore Airlines as a chief stewardess. She is ACTA certified and has extensive experience in conducting WSQ courses, corporate training, offline grooming workshops, motivational programs, and team building. Her expertise includes being a Style Coach, Professional Hypnotherapist, and Master NLP Trainer. Elizabeth is passionate about helping individuals unleash their full potential with high-level communication skills, EQ, sensitivity, and respect for individuality. Her vivacious personality, positive energy and sharp eyes for detail make learning through fun and emotions enjoyable and highly effective.

Melissa Phung Chee Heng
Associate Trainer

Melissa is a skilled professional with over 17 years of experience in Airlines, Hospitality and Customer Service. She excels in leading dynamic and diverse teams to provide excellent service and manage customer feedback. With extensive coaching and training experience, she has also been successful in implementing operational procedures and driving revenue growth.

Associate Trainer

Dadee is an innovative Trainer/Facilitator who establishes good rapport with his participants to draw out viable learning concepts. Using experiential learning, he helps participants to apply their skills and knowledge in the workplace. With a sales background since 1990, he uses critical thinking skills in his management roles. He completed the Advanced Certificate in Training and Assessment (ACTA) and holds professional and academic certifications in Service Leadership and Leadership and People Management. As a coach, he leads his clients through critical thinking to acquire desired outcomes.

William Chua Sow Ngang
Associate Trainer

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.

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 Fish4Talents, 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.

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