Who is this course for?

Looking to develop world class service leadership skills, and be adept at  balancing quality service and productivity within your organisation? This diploma helps managers and leaders build on relevant skills and knowledge to lead a team and bring the organisation forward in today’s dynamic business environment. 

Why it appeals to employers?

To succeed, a business or organisation must be well organised and capable of adapting to a fast-changing environment. It needs a management team that can lead in developing and implementing strategies and action plans to ensure business stays service- and client-focused and remains competitive.

Potential careers

Hospitality, Customer Service, Retail, Sales and Marketing

Diploma in Service Leadership

The WSQ Diploma in Service Leadership will enable leaders, managers and executives to acquire the knowledge, skills and abilities to successfully lead a culturally diverse workforce and provide quality products or services in a diverse, challenging and rapidly evolving business environment. 

Course Commencement

August 24, 2020

August 30, 2020

September 20, 2020

September 29, 2020

October 14, 2020

November ,2020

Course Duration

 Part-Time (10 months)

The part-time programmes are conducted on a twice weekly basis with lessons from 7pm to 10pm or once a week 9am-6pm

Admission criteria

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


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

Award of qualification

The WSQ Diploma in Service Leadership is awarded by SkillsFuture Singapore (SSG)

Method of assessment

Each level may be assessed by any combination of written assessment, projects, and oral interviews.

Programme structure - 10 Modules

Module 1: Lead with Service Vision

Learn to lead a service team by acquiring the right techniques to promote a customer-centric environment and know-how in motivating your team and monitoring team performance.

Module 2: Develop Service Operations

This module focuses on enabling you to develop customer-focused strategies, platforms to communicate the service operations plan, and methods to monitor service performance for better results.

Module 3: Optimise Workforce for Service Excellence

Learn how to simplify the processes to achieve results with the knowledge and skills to develop a manpower resource plan, evaluate team performance, and communicate manpower plans and changes.

Module 4: Manage Partnerships for Service Excellence

The key takeaways from this module are understanding the roles and functions of your service partners, assessing the effectiveness of the partnerships, and strengthening partnership relations.

Module 5: Develop Service Recovery Framework

Gain the understanding to be able to effectively analyse service challenges, develop a service recovery framework, cascade the framework to stakeholders, and evaluate the effectiveness of service recovery strategies.

Module 6: Analyse Service Quality & Customer Satisfaction

Ever wonder how to use customer data to improve service results? Learn to interpret service quality and customer satisfaction results and implement plans to improve service performance gaps.

Module 7: Foster Service Innovation

You will be able to contribute towards a service innovation culture in your organisation after completing this module. Acquire the skillsets to enable and facilitate the operationalisation of innovative practices and evaluate its success.

Module 8: Develop New Products/Services

Learn how to use data and resources to assess your customers' needs and expectations, innovate products and services, and evaluate the success of the new offering.

Module 9: Manage the Service Brand

Equip yourself with the knowledge and skills in managing your organisation's service brand. It involves defining the service brand, ensuring adherence to service brand guidelines and monitoring the impact of guidelines for enhanced performance.

Module 10: Drive Service Quality and Customer Satisfaction 

This module covers the knowledge and skills required in the assessment of service quality and customer satisfaction within your organisation. Identify relevant benchmark criteria and key performance indicators to monitor and manage customer information for service excellence.

Mode of delivery

Any combination of lectures, workshops, group discussions, individual activities, experiential learning. 

Teacher and Student Ratio: 1:24 

Fees and subsidies

  1. Subsidy is subject to student’s eligibility, pending final notification from SkillsFuture Singapore

  2. Students receiving subsidy are responsible to fulfil attendance and examination requirements

  3. TVI reserves the right to bill the student the full course fee should student fail to be eligible for subsidy

  4. A  non-refundable administration fee of $53.50 (Local Students) / $214.00 (International Students) applies.

  5. All prices include 7% GST

  6. Eligible to use SkillsFuture credits to offset course fees





ERF registration No: 199104974R
Valid from 8 Nov 2016 – 7 Nov 2020

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