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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.

Course Schedule/Apply

Intake Info Application Period Course Duration

Mobile Online Learning

No Expiry date. 


10 to 15 lessons with each lesson duration of about 15 mins



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

Course Fees

Fee Type Item Total Fees
Full Course Fee S$49.99

You can make payment via credit card at our partner's (Gnowbe) payment gateway when you click 'Buy Now' in our website. Upon successful payment and registration, you will receive a receipt via email and you may start your course immediately.

(Singaporeans aged 25 and above can also purchase the MLCs using their SkillsFuture Credit at checkout if the course is SkillsFuture Credit Approved.)

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 4

    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.