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Course Overview

This course will equip participants with the knowledge and skills to build a client-focused service culture within their organizations.

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. Identify the organisation’s customers (internal & external) in the value chain.
  2. Describe roles and responsibilities of a representative of a service team.
  3. Explain the rationale for good service.
  4. Explain the importance of continuous improvement of a strong service culture.
  5. Prepare a customer service vision & philosophy model.
  6. Identify contributing factors to customer dissatisfaction.
  7. Identify suitable techniques and strategies for handling difficult customer situations.
  8. Explain the concept of a service guarantee.
  9. Explain elements of service recovery strategies.
  10. Distinguish excellent service from good service.
  11. Combine integrated and innovative techniques in service to improve business.
  12. Propose ways to say “no” to customers in the right way.



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.