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Module Overview

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!


Students will also engage in fieldwork comprising of a visit to an F&B outlet and be involved in designing an online questionnaire using an online survey tool. Talks by industry practitioners, case studies as well as sharing sessions on education and career opportunities by poly lecturers and/or graduates from related field(s) will be incorporated to provide informed education and career choices to the students.


This module will be conducted within a duration of 22.5 hours.

What You'll Learn

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


  1. Identify the main types of service industries and understand the importance of service quality
  2. Describe the service systems within the organisation and how quality measurement concepts may be used in a service organisation
  3. Handle service breakdowns with an appropriate service recovery technique
  4. Explain the role and expectations of a quality service provider
  5. Describe how service etiquette helps to project a professional image
  6. Identify how technology can be used to improve customer experience, service quality and productivity
  7. Recognise possible education and career choices in the service industry
  8. Design an online survey using an online survey tool


Assessment Components
Students will be assessed based on the following:


  1. Test
  2. Assignment
  3. Project
  4. Presentation
  5. Class Participation


Completion Criteria
Students are required to:


  • Fulfill at least 67% of the attendance and
  • Obtain a pass mark of at least 50% upon completion of the module.

Module Schedule & Registration

For details of the ApLM@Poly module runs and registration, please visit ApLM Portal.




Contact Details

ApLM@Poly is designed for MOE Secondary School students.

For module enquiries, please contact:

For general enquiries, please contact the overall 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.