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WSQ - Improve Your Business with Excellent Customer Service

Sessions 1 day
Duration 8 hrs
Level Beginner
Assessment 1 hr

Venue

12 Woodlands Square #07-85/86/87 Woods Square Tower 1, Singapore 737715. 5 mins walk from Woodlands (NS9) MRT station.

The venue is disabled-friendly.

TSC Title: Customer Service Innovation Management
TSC Code: EPW-CEX-3034-1.1

Funding for this course is valid from 26 Jun 2025 to 25 Jun 2027. Register and complete the course within this period to qualify for funding support.

By end of the course, learners should be able to:

LO1: Collect and analyze customer feedback to assess needs and expectations using effective communication principles.
LO2: Identify and recommend areas for improvement based on customer feedback and operational insights.

Download Course Brochure

Certificate of Achievement from Tertiary Infotech Academy Pte Ltd - Upon meeting at least 75% attendance and passing the assessment(s), participants will receive a Certificate of Achievement from Tertiary Infotech Academy Pte Ltd.
OpenCerts from SkillsFuture Singapore - After passing the assessment(s) and achieving at least 75% attendance, participants will receive a OpenCert (aka Statement of Achievement) from SkillsFuture Singapore, certifying that they have achieved the Competency Standard(s) in the above Skills Framework.

WSQ - Improve Your Business with Excellent Customer Service

Course Code: TGS-2025056191

WSQ
SFC
PSEA
SFEC
Absentee Payroll
MCES

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This course equips participants with the skills to assess and address customer needs by effectively collecting and analyzing customer feedback. Learners will develop an understanding of customer expectations, explore various communication channels such as phone and email, and identify opportunities to enhance service quality. Through practical scenarios, participants will strengthen their ability to deliver exceptional customer service, ensuring a positive customer experience.

Additionally, learners will gain insights into managing difficult customers and knowing when to escalate concerns for resolution. The course also emphasizes strategies to generate return business by improving customer satisfaction and leveraging operational feedback. By the end of the course, participants will be able to implement service improvements that drive business growth.

Full Fee $400.00 Before GST

GST $36.00 9% of fee

Baseline Nett $236.00 SG/PR age 21+ · 50% funded

MCES / SME Nett $156.00 SG age 40+ · 70% funded

SkillsFuture Enterprise Credit (SFEC)

Eligible companies can use their $10,000 SFEC to cover up to 90% of out-of-pocket course fees for classes ending on or before 30 Nov 2026. A redesigned SFEC starts on 1 Dec 2026.

View on SkillsFuture for Business

SkillsFuture Credit (SFC)

Eligible Singapore Citizens can use their SFC to offset course fee payable after funding but the $4,000 Additional SFC (Mid-Career Support) cannot be used.

Direct Application on SkillsFuture Portal

PSEA

Eligible Singapore Citizens can use their PSEA funds to offset course fee payable after funding.

Check PSEA Eligibility

Scroll down to “Keyword Tags” to verify for PSEA eligibility.
If there is “PSEA” under keyword tags, the course is eligible for PSEA.

Once you are eligible for PSEA, please download and fill up the PSEA Withdrawal Form, then submit the completed form to us:

PSEA Withdrawal Form Submit PSEA Form

Please bring your own laptop for hands-on training. If you don't have laptop, we can provide spare laptop for training use.

We provide free consultation related to the subject matter after the course.
Please email your queries to enquiry@tertiaryinfotech.com and we will forward your queries to the subject matter experts.

You can register your interest without upfront payment. There is no penalty for withdrawal of the course before the class commences.
We reserve the right to cancel or re-schedule the course due to unforeseen circumstances. If the course is cancelled, we will refund 100% for any paid amount.
Note the venue of the training is subject to changes due to availability of the classroom.

Course Details

Topic 1: Who We Are and What We Do – Understanding Customers & Customer Service

Who Are Customers? (internal/external)

What is Customer Service?

Who Are Customer Service Providers?

Topic 2: Establishing Your Attitude

Appearance Counts!

The Power of a Smile

Staying Energized

Staying Positive

Topic 3: Identifying and Addressing The Customer’s Needs

Understanding the Customer’s Problem

Staying Outside the Box

Meeting Basic Needs

Going the Extra Mile

Topic 4: In-Person Customer Service (Face to Face)

Dealing With At-Your-Desk Requests

The Advantages and Disadvantages of In-Person Communication

Using Body Language to Your Advantage

Topic 5: Giving Customer Service over the Phone

The Advantages and Disadvantages of Telephone Communication

Telephone Etiquette

Tips and Tricks

Topic 6: Providing Customer Service via Email

The Advantages and Disadvantages of Email Communication

Understanding Netiquette

Tips and Tricks

Examples: Chat or e-mail

Topic 7: Generating Return Business with Better Customer Service

Following Up from Customer Feedback

Addressing Customer Complaints

Turning Difficult Customers Around

Topic 8: Recovering Difficult Customers

De-Escalating Anger

Establishing Common Ground

Setting Your Limits

Managing Your Own Emotions

Topic 9: Understanding When to Escalate

Dealing with Vulgarity

Coping with Insults

Dealing with Legal and Physical Threats

Written Exam
Practical Exam

Course Info

Minimum Entry Requirement

Knowledge and Skills

Able to operate using computer functions
Minimum 3 GCE ‘O’ Levels Passes including English or WPL Level 5 (Average of Reading, Listening, Speaking & Writing Scores)

Attitude

Positive Learning Attitude
Enthusiastic Learner

Experience

Minimum of 1 year of working experience.

Funding Eligibility Criteria

Self-sponsored learners (individuals)

Singapore Citizens and Singapore Permanent Residents aged 21 and above.
Up to 50% course fee funding. Singapore Citizens aged 40 and above receive up to 70% under the Mid-career Enhanced Subsidy (MCES).
Singapore Citizens aged 25 and above can pay the remaining fee with SkillsFuture Credit.

Company-sponsored learners

Singapore Citizens and Singapore Permanent Residents who are direct employees of the sponsoring company.
Up to 50% course fee funding, or up to 70% for employees of SMEs (Enhanced Training Support for SMEs) and for Singapore Citizens aged 40 and above. An SME has no more than 200 employees or an annual turnover of no more than $100 million.
Employers can also claim Absentee Payroll funding for employees who attend during working hours.
Eligible companies can offset their out-of-pocket fees with SkillsFuture Enterprise Credit (SFEC).

Conditions for all funded learners

Attendance is taken digitally with Singpass for every session, including the assessment.
You must complete the course and pass all assessments (assessed as Competent).
If these conditions are not met, the funding is clawed back and the learner or employer pays the full course fee.
9% GST is charged on the full course fee before funding.
Promo and discount codes cannot be used on funded courses.
Any balance after funding can be paid in cash, with SkillsFuture Credit, with PSEA (Singapore Citizens with a PSEA).

How to Apply SkillsFuture Credit Claim for Individuals

Singapore Citizens aged 25 and above can use their SkillsFuture Credit (base tier) to pay the course fee after funding. The $4,000 mid-career top-up cannot be used for this course.

Register for this course as self-sponsored and tell us you will use SkillsFuture Credit. Do not pay the amount you plan to claim.
We email you an invoice showing the course fee after funding.
From 60 days before the course starts, and no later than the course start date, log in to MySkillsFuture with Singpass and click Claim credits.
Click Submit a Claim and search for this course by its course code, TGS-2025056191.
Select your class start date, enter the course fee payable after funding and the amount of credit to claim, then upload the invoice (PDF, JPG or PNG, under 4MB).
Review, accept the terms and click Agree and Submit. The credit is paid directly to us; processing can take up to 14 working days.

Changing or withdrawing: cancel the claim on MySkillsFuture at least one day before the course starts. If your class date changes, cancel the claim and submit a new one with the new date.

How to Apply SkillsFuture Enterprise Credit (SFEC)

SFEC helps companies pay for employee training. The current SFEC ends on 30 November 2026, and a redesigned SFEC starts on 1 December 2026.

Current SFEC: classes ending on or before 30 November 2026

Eligible companies received a one-off $10,000 credit, notified by letter to their Corppass administrator. Eligibility generally required at least 3 Singapore Citizen or PR employees and Skills Development Levy contributions.
SFEC covers up to 90% of the company's out-of-pocket course fee after other subsidies.

Check your company's SFEC eligibility and balance on EnterpriseSG.
Register your Singapore Citizen or PR employee for a class that ends by 30 November 2026, as company-sponsored, and pay the course fee after funding.
Your employee attends and completes the course. We submit the attendance and assessment results to SWDA.
No separate claim is needed. SFEC is calculated automatically once the course fee grant is approved and is paid quarterly to your company's IRAS GIRO or PayNow Corporate account.

Any unused balance of the current SFEC expires on 30 November 2026.

Redesigned SFEC from 1 December 2026

Companies with at least 3 resident employees receive a fresh $10,000 in an online SFEC wallet that offsets out-of-pocket fees upfront at enrolment, instead of reimbursing them afterwards. SWDA has not yet published the support rates and claim steps; see OurWorkforce or our SFEC guide.

How to Apply PSEA

Singapore Citizens with a Post-Secondary Education Account (PSEA), which stays open until around the year you turn 31, can use it to pay the course fee after funding for PSEA-approved courses. You can also use a sibling's PSEA after your own has been used up.

Check that this course shows the PSEA tag on its MySkillsFuture page.
Check your PSEA balance on MOE's Student Finance System with Singpass.
Download and complete the PSEA withdrawal form, then submit it to us.
We submit the withdrawal request to MOE. You (and your sibling, if you are using their account) authorise it in the Student Finance System. Nothing is withdrawn without this authorisation.
MOE pays us directly. If you have already paid, we refund the amount covered by PSEA.

More details: MOE PSEA overview.

Appeal Process

If you disagree with an assessment decision, you have the right to appeal.

When the assessor gives you feedback, say whether you agree with the outcome. If you agree, you and the assessor sign the Assessment Summary Record; if you disagree, do not sign it.
Discuss the decision with the assessor or the assessment manager first.
If you are still not satisfied, tell the assessor you intend to appeal. The assessor records this in the feedback section of the Assessment Summary Record and informs the assessment manager.
Lodge your appeal within 7 days, giving your reasons, using the Candidate Appeal Form. The assessor can help you write and lodge it.
An Assessment Appeal Panel reviews the information from you and the assessor and makes a decision. A record of the appeal and its outcome is kept.
You will be told the outcome within 2 weeks of lodging the appeal. The panel's decision is final.

Job Roles

Customer Service Executive
Customer Experience Manager
Front Desk Officer
Call Center Agent
Client Relations Specialist
Sales Support Officer
Operations Coordinator
Retail Service Associate
Hospitality Service Officer
Customer Support Analyst
Account Manager
Service Quality Specialist
E-commerce Customer Support
Technical Support Representative
CRM Specialist
Help Desk Analyst
Customer Success Manager
Business Development Executive
Telemarketing Specialist
Feedback and Resolution Officer

Trainers

Tan Teck Hwa brings extensive professional experience in business management, customer relations, and service leadership, with a proven track record of helping organizations strengthen client satisfaction and operational excellence. His career includes guiding teams through change management, process improvements, and customer-focused strategies that enhance business outcomes. He is deeply familiar with service quality standards and WSQ competency frameworks, making him well-positioned to help learners meet professional benchmarks in customer service.

Teddy Yip brings over 20 years of professional experience in corporate sales, relationship management, and service operations. His career includes roles as a Relationship Manager sustaining long-term HNW client relationships , a Sales Leader managing key B2B accounts , and a Regional Support Consultant managing customer expectations and improving service ratings. He combines this frontline experience with deep expertise in process optimization, holding a Lean Six Sigma Master Black Belt , which he has used to drive continuous improvement in field services and customer support.
As a seasoned corporate trainer, Teddy emphasizes the critical link between robust service processes and outstanding customer experiences. His training approach, informed by his background in Six Sigma and Change Management , equips participants with practical tools for needs diagnostics , problem-solving, and service recovery. Learners will gain skills to not only manage customer interactions effectively but also to identify and implement operational improvements that drive customer satisfaction and support long-term business growth.

Allen Wong is a forward-thinking Digital Marketing Strategist with a strong track record of boosting business growth by enhancing customer engagement. His expertise lies in leveraging modern technology, including Marketing Analytics, AI, CRM, and Social Media Management, to create personalized customer experiences. His background spans managing e-commerce brand presence, B2B/B2C lead generation, and optimizing the digital user experience (UI/UX), demonstrating a deep understanding of the modern customer journey.
As an ACLP-certified trainer , Allen emphasizes a data-driven approach to customer service, teaching learners how to turn complex data into actionable insights. He bridges the gap between marketing and service, showing participants how to use digital tools like CRM, email, and social media to build relationships and manage customer interactions effectively. Learners will gain practical skills in using technology to understand customer behavior, personalize communications , and ultimately drive loyalty and revenue.

Riley Goh is a professional Trainer, Program Designer, and Facilitator who believes that "genuine connections" and "meaningful conversations" are the foundation of business success. Her expertise lies in community building and authentic communication, demonstrated by her experience developing a community of over 130 members and teaching "authentic sales strategies" to business owners. This, combined with her experience as a Financial Advisor, gives her a strong foundation in building client trust and understanding diverse customer needs. Holding the WSQ Advanced Certificate in Learning and Performance (ACLP 2.0), Riley excels at creating engaging and interactive learning environments. She utilizes methodologies like "Serious Games" to help participants master the art of authentic communication and build genuine rapport. Learners will gain practical skills in connecting with people , handling conversations with clarity and confidence , and transforming routine customer interactions into opportunities for building lasting, meaningful relationships