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Course Overview

This subject covers service quality concepts and principles. It also emphasises the strategy and style of management that service organisations can adopt in customer relationships to gain a competitive advantage in the marketplace. The focus is on service management, customer satisfaction and developing quality service solutions.





The aims of this subject are to:

  • Equip students with the basic knowledge of customer-focused culture and the concepts of customer loyalty.
  • Equip students with the essential knowledge in customer service and the management of service quality.
  • Provide students with the knowledge and skills of service recovery and handling complaints effectively.

Entry Requirements

Applicants applying for modular units which are drawn from existing full diploma or post-diploma programmes will have the same minimum entry requirements as the full qualifications.


To find out the minimum entry requirements specific to this modular course, please click here.

What You'll Learn

  1. Explain the impact of services to the economy and describe the nature of services.
  2. Explain the importance of customer-focused service culture and describe the concept of customer loyalty.
  3. Analyze the Gap of Service Quality and better understand their own service orientations.
  4. Demonstrate the essential skills of Customer Service.
  5. Discuss the behaviour, expectation and perception of customers.
  6. Describe the techniques behind service recovery processes and demonstrate how to handle complaints effectively.


Modes of Assessment


Continual Assessment 100 %





Upon successful completion of the modular unit, students will be awarded a Statement of Result which can count towards the attainment of the Diploma in Engineering (Operations & Systems Management).

For more information on course fee / schedule, or to apply,

Course Contact

  • Mainline 67881212
  • Monday - Thursday: 8:30am - 6:00pm
    Friday: 8:30am - 5:30pm
    Closed during lunchtime, 12:00pm - 1:00pm
    and on weekends and public holidays.

  • https://www.tp.edu.sg/tsa
  • Temasek SkillsFuture Academy (TSA)
    Temasek Polytechnic
    East Wing, Block 1A, Level 3, Unit 109
    21 Tampines Ave 1
    Singapore 529757

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