Provide Go-the-Extra-Mile Service (Service Excellence) (Synchronous e-learning)
Course Code: TGS-2021002639 | SSG Funded
This course covers knowledge and application skills in equipping service staff with the mindset to go the extra mile in providing excellent service. It involves demonstrating the qualities and characteristics of a service professional, creating a positive customer experience by offering customised and personalised service, and escalating areas of improvement that may enhance the customers’ experience.
Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).
- Recognise the diverse range of customers and their needs and expectations
- Demonstrate the qualities and characteristics of a service professional when delivering go-the-extra-mile service to exceed customer expectations
- Create a positive customer experience by offering customised and personalised service in accordance with organisation guidelines
- Escalate feedback on areas of improvement to enhance the customer experience
Recognise the diverse range of customers and their needs and expectations
- Understand and identify the needs and expectations of the various groups of customers unique to the organisation with consideration for groups of customers that require special needs
Demonstrate the qualities and characteristics of a service professional when delivering go-the-extra-mile service to exceed customer expectations
-
Demonstrate service behaviours that support the qualities and characteristics of a service professional
-
Understand the importance of go-the-extra-mile for service; its implied significance to oneself and the organisation
Create a positive customer experience by offering customised and personalised service in accordance with organisation guidelines
-
Identify opportunities in the interactions with customers to provide delightful moments to enhance their experience with the organisation
-
Apply the principles of effective communication when creating the positive customer experience
-
Know when and what kind of customised and personalised services may be tailored to delight the customers
-
Know when and how to up-sell and / or cross-sell to customers, whenever appropriate
Escalate feedback on areas of improvement to enhance the customer experience
-
Understand the importance to give feedback on areas for improvement to the appropriate personnel in the organisation
-
Escalate feedback on areas for improvement with relevant information such as the details of the areas for improvement, suggestions for improvement, benefits of the improvement, and possible impact of the improvement
Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.
This course is suitable for customer-facing staff, customer service representatives, call centre officers, store advisors, and service crew.
| Type | Individual Sponsored | Company Sponsored | ||||
| Non-SME | SME | |||||
| Before GST | After GST | Before GST | After GST | Before GST | After GST | |
| Full Course Fee (Foreigners / Non-Eligible Participants) | $420.00 | $457.80 | $420.00 | $457.80 | $420.00 | $457.80 |
| Singapore Citizens (Aged 21 to 39 years old) | $210.00 | $247.80 | $210.00 | $247.80 | $126.00 | $163.80 |
| Singapore Permanent Residents | $210.00 | $247.80 | $210.00 | $247.80 | $126.00 | $163.80 |
| Singapore Citizens (Aged 40 years old and above) | $126.00 | $163.80 | $126.00 | $163.80 | $126.00 | $163.80 |
Duration : 2 days (16 hrs)
Skill Code: RET-CEX-1010-1.1
Skill Title: Service Excellence-1
Funding valid till 15 Feb 2027
Employers: SkillsFuture Enterprise Credit (SFEC) & Absentee Payroll Support
- SFEC: Eligible employers automatically receive $10,000 credit to offset up to 90% of out-of-pocket costs for supported programmes and courses. Unused credits for the current SFEC will expire on 30 November 2026.
- Absentee Payroll Support: $4.50 per hour x 16 hours = $72.00
Individual Sponsored: Union Training Assistance Programme (UTAP)
- UTAP: NTUC members enjoy 50% unfunded course fee support, subject to terms and conditions.
MORE INFORMATION:
Funding Overview – SSG, UTAP, WSS & EDG | General Terms and Conditions
- Recognise the diverse range of customers and their needs and expectations
- Demonstrate the qualities and characteristics of a service professional when delivering go-the-extra-mile service to exceed customer expectations
- Create a positive customer experience by offering customised and personalised service in accordance with organisation guidelines
- Escalate feedback on areas of improvement to enhance the customer experience
Recognise the diverse range of customers and their needs and expectations
- Understand and identify the needs and expectations of the various groups of customers unique to the organisation with consideration for groups of customers that require special needs
Demonstrate the qualities and characteristics of a service professional when delivering go-the-extra-mile service to exceed customer expectations
-
Demonstrate service behaviours that support the qualities and characteristics of a service professional
-
Understand the importance of go-the-extra-mile for service; its implied significance to oneself and the organisation
Create a positive customer experience by offering customised and personalised service in accordance with organisation guidelines
-
Identify opportunities in the interactions with customers to provide delightful moments to enhance their experience with the organisation
-
Apply the principles of effective communication when creating the positive customer experience
-
Know when and what kind of customised and personalised services may be tailored to delight the customers
-
Know when and how to up-sell and / or cross-sell to customers, whenever appropriate
Escalate feedback on areas of improvement to enhance the customer experience
-
Understand the importance to give feedback on areas for improvement to the appropriate personnel in the organisation
-
Escalate feedback on areas for improvement with relevant information such as the details of the areas for improvement, suggestions for improvement, benefits of the improvement, and possible impact of the improvement
Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.
This course is suitable for customer-facing staff, customer service representatives, call centre officers, store advisors, and service crew.
| Type | Individual Sponsored | Company Sponsored | ||||
| Non-SME | SME | |||||
| Before GST | After GST | Before GST | After GST | Before GST | After GST | |
| Full Course Fee (Foreigners / Non-Eligible Participants) | $420.00 | $457.80 | $420.00 | $457.80 | $420.00 | $457.80 |
| Singapore Citizens (Aged 21 to 39 years old) | $210.00 | $247.80 | $210.00 | $247.80 | $126.00 | $163.80 |
| Singapore Permanent Residents | $210.00 | $247.80 | $210.00 | $247.80 | $126.00 | $163.80 |
| Singapore Citizens (Aged 40 years old and above) | $126.00 | $163.80 | $126.00 | $163.80 | $126.00 | $163.80 |
Duration : 2 days (16 hrs)
Skill Code: RET-CEX-1010-1.1
Skill Title: Service Excellence-1
Funding valid till 15 Feb 2027
Employers: SkillsFuture Enterprise Credit (SFEC) & Absentee Payroll Support
- SFEC: Eligible employers automatically receive $10,000 credit to offset up to 90% of out-of-pocket costs for supported programmes and courses. Unused credits for the current SFEC will expire on 30 November 2026.
- Absentee Payroll Support: $4.50 per hour x 16 hours = $72.00
Individual Sponsored: Union Training Assistance Programme (UTAP)
- UTAP: NTUC members enjoy 50% unfunded course fee support, subject to terms and conditions.
MORE INFORMATION:
Funding Overview – SSG, UTAP, WSS & EDG | General Terms and Conditions
Course Application
| Details | Registration |
|---|---|
|
June 25, 2026 - June 26, 2026 (9:00 am - 6:00 pm)
[Online - Weekday]
|
Closed |
|
August 17, 2026 - August 18, 2026 (9:00 am - 6:00 pm)
[Online - Weekday]
|
Register Now |
|
October 10, 2026 - October 11, 2026 (9:00 am - 6:00 pm)
[Online - Weekend]
|
Register Now |
|
December 7, 2026 - December 8, 2026 (9:00 am - 6:00 pm)
[Online - Weekday]
|
Register Now |
