Service Leadership Course

Service Leadership Course 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. 

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

Course Commencement

23 May 2021
16 June 2021
23 August 2021
14 September 2021
9 November 2021
12 December 2021

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  Service Leadership Course is awarded by Training Vision Institute

Method of assessment

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

Programme structure - 10 Modules

Module 1:Service Partnership for Leaders

Establish and maintain relationships to enhance service excellence, which includes implementing continual improvements to strengthen relationships with service partners.

Module 2: Service Challenges for Leaders

Develop service recovery frameworks, cascade service recovery procedures and evaluate impact of the strategies.

Module 3: Service Information & Results for Leaders

Analyse customer data to establish and improve the level of service quality and customer satisfaction in the organisation, which includes implementing improvement plans to close gaps.

Module 4: Service Leadership for Leaders

Lead a team to deliver service excellence that is in line with the organisation’s customer-focused strategies.

Module 5: Service Planning & Implementation for Leaders

Develop service operations plans to deliver service excellence, evaluate service operations performance, and implement corrective actions for improvement.

Module 6: People & Relationship Management for Leaders

Develop a manpower resource plan and optimise the use of the workforce in a service environment, which includes evaluating the team’s performance and communicating manpower plans and changes to the workforce.

Module 7: Service Innovation Culture for Leaders

Promote a service innovation culture in the organisation and evaluate the success of implemented service innovation ideas.

Module 8: Service Innovation for Leaders

Develop and implement new products or services innovation to address customer needs and expectations.

Module 9: Service Brand for Leaders

Implement the organisation’s service brand, which includes taking corrective action to ensure alignment with the organisation’s service strategies.

Module 10: Service Information and Results for C-Suite

Assess the organisation’s service quality and customer satisfaction levels to monitor and manage customer information for service excellence

Mode of delivery

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

Fees and subsidies

*Prices are inclusive of GST

*SSG funds 16 hours for Service Partnerships for Leaders

**Subsidies are dependent on the criteria set by SkillsFuture Singapore (SSG)

– A non-refundable administration fee of $10 applies

– All Singaporeans aged 25 and above can use their $500 SkillsFuture Credit from the government to pay for a wide range of approved skills-related courses. Visit the SkillsFuture Credit website (www.skillsfuture.sg/credit) to choose from the courses available on the Training Exchange course directory

Upon completion of last module of the series of modules, TVI will facilitate the process of applying for the qualification for the student


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Valid from 8 Nov 2020 – 7 Nov 2024

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