WSQ Certificate In Service Excellence is a short programme designed to help you further develop your skillset and boost your employability especially in the service sector. Through this course, you will enhance the core competencies you possess so that you can provide a truly exceptional service and create a marked impact in your organisation.

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Face-to-Face Class
104 hours
Programme Fees
(Up to 70% SSG Subsidy)

Training Vision Institute offers the Service Transformer programme, a short course that will guide you to be the best version of yourself in service excellence.

Conducted in English and Mandarin, this programme consists of modules that will provide you with the knowledge of implementing the right operations to deliver efficient service, address the challenges in an appropriate and timely manner, communicate effectively with customers and project a positive and professional service attitude at all times.

The service industry is a busy sector, and most organisations do not have enough time to train their employees and make them do the right attitude in providing service. This course will transform you into a “work-ready” candidate armed with the core competencies employers are seeking.

It is comprised of 7 modules which may be completed for a total of 104 hours.

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

Module 1: Service Leadership For Ambassadors 服 务领导力大使

Course Ref. No.: TGS-2019504434
Eligible for Claim Period: 01 Jun 2020 - 29 Jul 2023

Align your performance and service delivery along the organisation's vision, mission and values


Module 2: Service Excellence For Ambassadors 卓越服务大使
Course Ref. No.: TGS-2019504440
Eligible for Claim Period: 01 Oct 2020 - 25 Sep 2023

Create a winning impression and develop effective communication to ease customer relations


Module 3: Service Planning and Implementation For Ambassadors 服务规划和实施大使
Course Ref. No.: TGS-2019504435
Eligible for Claim Period: 01 Oct 2020 - 06 Aug 2023
Identify and recognise your role in the organisational process of operational excellence


Module 4: Service Challenges For Ambassadors 服务挑战大使
Course Ref. No.: TGS-2019504439
Eligible for Claim Period: 01 Oct 2020 - 30 Jul 2023

Learn to maximise the varying needs and expectations of customers while optimising resources

学会最大限度地为客户的不同需求和期望服 务,同时优化资源

Module 5: People and Relationship Management For Ambassadors 管理人际关系大使
Course Ref. No.: TGS-2019504436
Eligible for Claim Period: 01 Oct 2020 - 30 Jul 2023

Apply emotional intelligence to diversified and inclusive interactions and challenges


Module 6: Engage in Service Innovation Initiatives (SF) 从事服务创新举措
Course Ref. No.: TGS-2019504438
Eligible for Claim Period: 01 Oct 2020 - 30 Jul 2023

Align service gaps with service innovation ideas to create breakthroughs within the organisation and industry

对准服务创新理念服务差距,创建组织和行业 内的突破

Module 7: Customer Experience Management For Ambassadors 管理客户体验大使
Course Ref. No.: TGS-2019504437
Eligible for Claim Period: 01 Oct 2020 - 30 Jul 2023

Use the right communication and engagement technique via various platforms to create an impression that lasts.

通过使用各种平台的通信权和技术来创建 一种持续服务

Basic English Proficiency (WPL3 and above)

Role Play 角色扮演

Learn to smile, greet, welcome customers and develop good service attitude.


Board Games 棋盘游戏

Get creative with board games that help students understand the impact that their role and actions have on a company’s service vision.


Service in Action 以行动证明服务

Students demonstrate serving one another and give constructive feedback on how to improve the customer service experience.


Personal Grooming 个人形象

Take an active role in ‘Project Runway’ through good grooming and presenting a professional appearance.

积极参与‘Project Runway’,掌握打造专业形象的技巧

Experiential Learning 商场学习之旅

‘Shop’ for ideas and spot service innovations in malls.


Assessments will be in the form of written examination.

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 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.

*所有价格均包含 7% 消费税。GST是基于SSG课程补贴前的全额学费来计算。

**新加坡精深技能发展局 (SSG) 课程津贴适用于新加坡公民或新加坡永久居民。请参阅 SSG Training Grants Incentives 网站了解最新信息。

1. 符合以下条件的新加坡公民和永久居民将有资格获得 SSG 课程津贴,未能满足以下条件的学员,将有责任向 Training Vision Institute 支付全额课程费用。

a) 出勤率和在线学习时间至少达到 75%

b) 在所有 WSQ 评估中获得合格资格

c) 满足其他 SSG 课程资格标准

2. 新加坡公民可以使用 SkillsFuture Credit (SFC) 来抵消补贴后的课程费用。

3. 拥有PSEA的学员, 可申请使用PSEA支付课程费用。

4. 从 2022 年 1 月 1 日起,新加坡精深技能发展局 (SSG) 课程津贴已经调整。有关调整的细节,请访问 SSG 网站或在此处下载信息。 请与我们的课程顾问联系以确认您的课程费用。

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.


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