Advanced Certificate in Service Excellence for Champions
The Level 3 programme aims to equip Champions with the skills and competencies to nurture and supervise staff for service excellence. The competencies at this level are designed to help groom service coaches to be role models to new entrants. Competencies include coaching skills, as well as relationship management skills to build ability to establish customer relationships. Learners will also be introduced to skills in managing service operations and service performance.
Who is this course for?
Service coaches or trainers operating in various service industry sectors, delivering services for both internal and external customers. Service supervisors and team leaders, managers, VPs and directors – all can benefit from one of these specialist courses
Hospitality, F&B, Customer Service, Retail, Sales and Marketing
What will I learn?
Our Service Excellence course are designed with the organisation and individuals in mind. Pick up the skills and knowledge to engage customers, develop service innovation ideas to transform your company’s business, nurture and lead staff to be service-oriented in a diverse, challenging and ever-changing business environment.
Why it appeals to employers?
The foundation for building customer loyalty and extraordinary customer experience is a corporate culture and mode of operation centred on excellent service standards. These courses will show employers that you have the skills and knowledge to help them succeed
Enrolment is ongoing
Basic English proficiency (WPL4 and above)
Award of qualification
Advanced Certificate in Service Excellence is awarded by Training Vision Institute
Method of assessment
Open book written and oral assessments
Programme structure - 8 Modules (15 Credit Units)
Service Excellence For Champions
Build customer confidence in the organization and to develop customer relationships that build customer loyalty. It also involves the know-how of handling service opportunities and escalated service challenges.
Service Information and Results For Champions
IManage service quality and customer satisfaction in an organization and monitor service performance levels.
Service Leadership For Champions
Recognise role of coach, prepare coaching plan and monitor for progress and improvements.
Manage a Diverse Service Environment 管理多样化的服务环境 (16 hours | 2 Credit Units)
Build team cohesion. Manage challenges and opportunities while embracing diversity.
Establish Relationship for Customers Confidence 建立良好客户关系以促进信心 (16 hours | 2 Credit Units)
Provide post-sales follow up and respond to service opportunities to establish customers rapport.
Manage Service Performance 管理服务表现 (16 hours | 2 Credit Units)
Monitor and assess gaps between service performance and service standards.
Acquire Industry Knowledge 掌握行业知识 (8 hours | 1 Credit Unit)
Gather information and analyse impact of internal and external trends relevant to your industry.
One elective from SV Ops Level 可从操作级选修一科 (16 hours | 2 Credit Units)
Mode of delivery
Lessons in classrooms
Fees and subsidies
Subsidy is subject to student’s eligibility, pending final notification from SkillsFuture Singapore
Students receiving subsidy are responsible to fulfil attendance and examination requirements
TVI reserves the right to bill the student the full course fee should student fail to be eligible for subsidy
$10 non-refundable admin fee may be applicable
All prices include 7% GST
Eligible to use SkillsFuture credits to offset course fees