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Course Overview

[Previously known as AEMTPBZ002 Service Quality]


Ever wondered why service standards differ between the cafes you visit or the online stores you browse? Would you like to find out more about the service industry and how you can enhance customer experiences and make a difference in performance and process standards? 


This module focuses on the knowledge and skills you will need to excel in the service industry. It will equip you with the fundamentals of setting service standards and how to create an impactful customer experience. You will get to apply concepts learnt to scenarios and projects, including fun role-playing sessions!


It will be conducted within a duration of 30 hours with a class size of 20.




  • this module introduces students to the basic concepts and techniques used in service quality.
  • it equips students with the skill-sets to project professionalism and demonstrate a service mindset that is valued in an organisation.

What You'll Learn

At the end of the module, students will be able to:


  • identify the main types of service industries and understand the importance of service quality
  • describe the service systems within the organisation and how quality measurement concepts may be used in a service organisation
  • handle service breakdowns with an appropriate service recovery technique
  • explain the role and expectations of a quality service provider
  • describe how service and social etiquette help to project a professional image


Students will be assessed against the following criteria:


  • Test (individual): 25% 
  • Assignment (individual): 15% 
  • Group Project (group): 50% 
  • Class Participation (individual): 10%


Completion criteria:


Students are required to:


  • Fulfill 75% of the attendance and
  • Obtain a pass mark of at least 50% upon completion of the module.

Course Schedule

Intake Info Application Period Course Duration

To be advised

To be advised

30 Hours

Contact Details

  • AEM Coordinator
  • Temasek Polytechnic reserves the right to alter the course, modify the scale of fee, amend any other information or cancel course with low enrolment.

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