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 : Develop Service Operations

This course is relevant to all occupational roles in all industries, such as retail, fast moving consumer goods and hospitality industries. The knowledge and techniques will be useful for managers who are responsible for managing day-to-day operations. Training needs include developing a service operations plan, evaluating the service operations plan against key performance indicators and implementing corrective actions to improve performance.

Module 3 : Optimise Workforce for Service Excellence

This module addresses the skills and knowledge required to ensure that people management/human capital strategies are aligned to the needs of the business. It covers people management/human capital participation in the development of organisational strategy, as well as managing broader consultative processes within the organisation. It is also designed to equip HR professionals with the skill sets and a structured approach to engage with business leaders on matters related to business priorities and translating that into HR focus areas and practices. The skills, knowledge and competencies learnt from this workshop, if well applied, will position learners as a strategic partner who can help drive business success by effectively translating business priorities into HR strategies. By attending this module, students can improve their ability to understand the business planning process.

Module 4 : Manage 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 5 : 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 6 : 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 : Analyse Service Quality for Customer Satisfaction

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

Module 8 : 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 9 : 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.

Module 10 : Drive Service Quality And Customer Satisfaction

The “DRIVE Service Quality and Customer Satisfaction” module covers knowledge and application skills in assessment of service quality and customer satisfaction levels within an organisation. This involves identification of relevant benchmark criteria and key performance indicators to monitor and manage customer information for service excellence.

Local Students 

• 3 GCE ‘O’ level passes including English; or 
• Higher Nitec in relevant industry or equivalent ; or 
• Minimum 5 Years of work experience or 
• Candidates with other qualifications will be assessed on a case-by-case basis .

International Students 

• Completion of Year 12; or 
• Completion of less than Year 12 will be considered if it is an official completion of High School in the country of origin; or 
• IB Diploma or Pre-University Qualifications; or 
• Other private or foreign qualifications will be assessed on a case-by-case basis .

AND  

English Requirements :

• GCE 'O' Level English (minimum C6 grade); or 
• Workplace Literacy (WPL) Level 5 (Average of Reading, Listening, Speaking & Writing Scores) ; or 
• IELTS 5 or equivalent (applicable for International students); or  
• Successfully pass TVI English Admission Test .

Successfully complete post-secondary programme conducted in English of at least 18 months duration .

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*
$8,501.76

Up to 50% SSG Subsidy** (Singaporean 21 to 39 years old or Permanent Residents)
$4,565.76

Up to 70% SSG Subsidy** (Singaporean aged 40 years old & above)
$2,991.36

*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.