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 specialist 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

WSQ Specialist Diploma in Service Leadership

Organisational success is very much dependent on effective implementation of action plans derived from the strategies developed by the management team. It is therefore essential for organisations to develop their managers & leaders to perform at their best while adapting to volatile business environment.


The WSQ Specialist Diploma in Service Leadership will enable students to develop service leadership skills, perform to a high standard, getting the balance right between quality and productivity.

Written assessment

Course commencement


Course Duration

Full-Time (4 months)

Lessons are conducted 4 days a week from either 

9.30am to 12.30pm or

2.30pm to 5.30pm 


Part-Time (8 months)

Lessons are conducted on weekends or weekday evenings.

Admission criteria

Local Students​

  • 1 GCE ‘A’ level pass OR

  • Mature candidates >= 30 years old with 8 years people/ business management working 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 Language Requirement​

  • WPL Level 5 (Average of Reading, Listening, Speaking & Writing Scores) OR

  • IELTS 5.5 OR equivalent (applicable for International students) OR

  • Successfully pass TVI English Admission Test

Award of qualification

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

Method of assessment

Programme structure - 8 Modules

Module 1: Drive Service Quality and Customer Satisfaction

Gain knowledge and skills to assess service quality and customer saisfaction within an organisation. Learn to identify relevant benchmark criteria and key performance indicators to monitor and manage customer information for service excellence.

Module 2: Strategise Service Operations

Plan for and support your organisation’s service operations through the development of an operations strategy, planning of processes and infrastructure required to support service operations, and assessment of the organisation’s resource capacity. This module also involved the development of performance indicators to measure performance and improve service operations efficiency as well as planning for business continuity.

Module 3: Innovate the Customer Experience

Develop the ability to identify the elements that make up customer expectations, so as to provide the desired customer experience that is in line with your organisation's vision, mission, and values. It covers various methods to design, innovate and translate the desired customer experience into a service operations plan.

Module 4: Evaluate the Organisation for Business Excellence

Learn to manage your organisation’s business excellence journey in a holistic and integrated manner. It includes planning for business excellence, assessing the organisation's level of business excellence, managing improvements for business excellence as well as sustaining business excellence.

Module 5: Strategise Workforce for Service Excellence

Be ready to manage the service workforce within your organisation. This module involves establishing the organisation's talent management strategy for the service workforce, developing strategies to enhance productivity and engage staff. 

Module 6: Champion a Service Excellence Ethos

This module addresses the knowledge and application skills required to champion the service excellence ethos in an organisation. It involves the development of a customer-focused strategy that will champion and communicate a service excellence ethos that fosters a customer-centric service culture.

Module 7: Drive Customer Loyalty for Service Excellence

Equip yourself with the knowledge and application skills to enhance customer loyalty. This involved the development of customer loyalty strategies, evaluating the impact of the strategies and recommending changes to service operations plans that may have an imapct on customer loyalty.

Module 8: Champion Service Innovation

This module covers knowledge and application skills in championing a service innovation culture within the organisation. It involves the establishment of a service innovation strategy to provide directions that initiate the development of operating systems , policies and processes to support service excellence and innovation. It also involves evaluating the service innovation strategy and its impact on the organisation's external and internal key performance indicators. 

Mode of delivery

Lectures, project work, group discussions, individual activities, experiential learning.

Teacher-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 2020 – 7 Nov 2024

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