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

Copyright 2019 Training Vision Institute Pte Ltd. All Rights Reserved.

Be the Best Version of Yourself in Service Excellence

Who is this course for?

Anyone who wants to go the extra mile as a service professional to transform the customer experience and set the benchmark for excellence in today’s fast changing service environment.

What will I learn?

You’ll gain a full range of skills to deliver truly exceptional service, enabling you to step up to take on more challenging roles. This course will arm you with the know-how to implement the right operations to ensure serve efficiency, respond to challenges in a timely and appropriate manner, communicate effectively with customers and project a positive, professional service attitude at all times.

Why it appeals to employers?

This course will transform you into a ‘work-ready’ candidate armed with the core competencies employers are seeking.

Potential careers

Hospitality, F&B, Customer Service, Retail, Sales and Marketing

In the service sector, employers are constantly looking for 'work-ready' candidates to take on challenging yet fulfilling roles. Enhance your employability and expand your skill set with 'Service Transformer' - a WSQ certified programme offered by Training Vision Institute (TVI). Through the 'Service Transformer' programme, you will develop the core competencies required to provide a truly exceptional service and make a marked impact in your organisation.

​持续网罗富有潜力且“准备就绪”的雇员来承担具有挑战性但充实的角色,是服务行业雇业的梦想!您现在就能够通过愿景培英学院所提供的新技能资格“服务之星”认证课程提高您的就业能力和扩展您的技能!您将会在“服务之星”课程中学习,和掌握真正卓越服务所需的核心能力,并在您的组织中产生显着的影响力。

Admission criteria

Course commencement

Ongoing

Basic English proficiency (WPL3 and above)

Award of qualification

A Statement of Attainment will be awarded by the Singapore Workforce Skills Qualification (WSQ)

Method of assessment

Written Assessment

Programme structure - 8 Modules

Demonstrate the Service Vision  展示服务远景 (8 hours) 
Align your performance with your company’s core values to deliver service that upholds its brand values and service standards to engage your customers and earn their trust and loyalty

统一服务与公司的远景,使命和价值

Implement Operations for Service Excellence 实现优质服务 (16 hours)

Recognising your role in operational excellence leads to smooth, efficient, seamless service standards. Find out what it takes to put in place systems and processes at your workplace that will improve the organisation’s operations, and keep customers happy.

识别自己在机构卓越运营中的角色

Work in a Diverse Service Environment 在一个多样化的服务环境工作 (16 hours)

In today’s diverse workplace, you need to interact with colleagues and customers from different backgrounds, cultures and age groups. This course will show you how to tap on your emotional intelligence and social awareness to communicate clearly, effectively while leaving a positive impression that supports workplace diversity and inclusiveness, and enhances service delivery.

多元化的包容性的互动和应用情商

Provide Go-the-Extra-Mile Service 提供更进一步的服务 (16 hours)

Gain knowledge on how to help customers beyond the basics by anticipating their needs and be solutions-oriented. Apply your knowledge and skills to enhance customer service experience and bring it to another level.

应用您所知道的优化组织和客户服务的经验

Project a Positive and Professional Image 建立专业形象 (8 hours)

Make a winning impression and develop lhow to communicate effectively to improve customer relations.

创建一个成功的形象,发展和客户的有效沟通

 

Respond to Service Challenges 应对服务挑战 (16 hours)

Learn to anticipate potential difficulties and identify critical resources to resolve service challenges, no matter the situation.

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

Engage in Service Innovation Initiatives 服务创新举措 (16 hours)
In today’s competitive service industry, fresh, innovative ideas are vital in keeping a business sustainable. Learn to think out of the box, develop innovative service solutions and initiatives that make your organisation stand out and the industry take notice.

调整服务创新理念的差距,创建组织和行业内的突破

 

Contribute to Customer Service over Various Platforms 客户服务的各种平台 (8 hours)

Understand how best to connect and engage with your audience by using the right communication platforms and engagement guidelines to create a lasting impression.

​通过使用各种客服平台和管道,提升服务质量

 

Add-on modules:

F&B Safety and Hygiene Policies and Procedures 遵守餐饮安全及卫生政策与程序

Learn to practice good hygiene, handle ingredients and store food safety and maintain cleanliness of utensils, equipment

and storage/service area. Graduates of this module may effectively apply and work in the industry.

课程内容将教您如何保持良好的卫生习惯、安全地处理食材和储存食物,并保持餐具​、设备和存储/服务区域地清洁。本单元的毕业生将能够有效地把这些厨房知识应用于食品和饮料行业,以及申请相关工作

Mode of delivery

Role Play 角色扮演
Learn to smile, greet, welcome customers and develop good service attitude.

学习如何在保持良好的服务态度之余向客人微笑、问候、以示欢迎和更多技巧

 

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.

通过创意棋盘游戏充分了解您所扮演的角色对公司服务愿景贡献到底具有何等重要性和影响力

 

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.

与其他参与者一起进行服务模拟尝试,并彼此提供建设性的反馈,以增强您对客户服务体验的了解

 

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.

通过课程中的商场学习之旅探索及发现服务创新

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. $10 non-refundable admin fee may be applicable

  5. All prices include 7% GST

  6. Eligible to use SkillsFuture credits to offset course fees