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Course Overview

This course will equip participants with the fundamental knowledge and skills to practice of excellent service. It aims to deepen their understanding of service encounter, organizational customer service philosophies and culture, and its impacts on customer service cycle.

Who Should Attend

Participants and customer service practitioners who are interested to develop and establish a customer service culture within their areas of work and elevate service standards for their customers.

What You'll Learn

At the end of this course, you will be able to:


  1. Define service encounter and its stakeholders.
  2. Describe the role of operations in achieving service excellence.
  3. Apply suggested work practices that lead to the delivery of excellent service.
  4. Apply consistent & sustainable positive service experiences.
  5. Identify customers’ perception points.
  6. Describe excellent service mannerisms and professional appearance.
  7. State the benefits of empowering service staff members.
  8. Describe appropriate forms of language to win a customer.
  9. Choose key customer touch point techniques that matter most to the internal & external customer.
  10. Examine service standards



Mode of Assessment


Short formative quizzes.

Group discussion/sharing – measure participants’ ability to reflect and apply learning and active participation in discussions. This will include photo or video uploads based on topics covered










Participants will receive an electronic Certificate of Completion issued by Temasek Polytechnic upon completion of each MLC.

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


Find out what our graduates have to say about this course. 

Lecturer/Trainer Profile

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Course Contact

If you have any enquiries, please contact us below or submit an enquiry form here
  • 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 Avenue 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.