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WSQ - Improve Your Business with Excellent Customer Service

WSQ - Improve Your Business with Excellent Customer Service

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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.

Learning Outcomes

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.

Course Brochure

Download WSQ - Improve Your Business with Excellent Customer Service Brochure

Skills Framework

This course follows the guideline of EPW-CEX-3034-1.1 Customer Service Innovation Management under Enery & Power Skills Framework

Certificate

All participants will receive a Certificate of Completion from Tertiary Courses after achieved at least 75% attendance.

WSQ Funding

WSQ funding is only applicable to Singaporeans and PR. Subject to eligibility, the funding support is subjected to funding caps.

Effective for courses starting from 1 Jan 2024
Full Fee	GST	Nett Fee after Funding (Incl. GST)
		Baseline	MCES / SME
$400.00	$36.00	$236.00	$156.00

Baseline: Singaporean/PR age 21 and above
MCES(Mid-Career Enhanced Subsidy): S'porean age 40 & above

Upon registration, we will advise further on how to tap on the WSQ Training Subsidy.

You can pay the nett fee (after the WSQ training subsidy) by the following :

SkillsFuture Enterprise Credit (SFEC)

Eligible Singapore-registered companies can tap on $10000 SFEC to cover out-of-pocket expenses.Click here to submit SkillsFuture Enterprise Credit

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. Click here for SkillsFuture Credit submission

PSEA

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

To check for Post-Secondary Education Account (PSEA) eligibility for this course, Visit SkillsFuture (course code: TGS-2025056191)

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 and email to us.

Course Code: TGS-2025056191

Post-Course Support

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.

Course Cancellation/Reschedule Policy

You can register your interest without upfront payment. There is no penalty for withdrawal of the course before the class commerce.
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

Course Info

Promotion Code

Promo or discount cannot be applied to WSQ courses

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.

Minimum Software/Hardware Requirement

Software:

You can download and install the following software:

Automation Anywhere

Hardware: Windows and Mac Laptops

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 - 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.

In his role as a trainer, Tan emphasizes practical techniques for handling diverse customer situations, from service recovery to exceeding expectations. His teaching highlights the link between frontline service performance and organizational competitiveness, enabling participants to see customer service as a strategic business driver. Learners gain not only customer-facing skills but also insights into aligning service practices with business goals, productivity, and long-term growth.

Teddy Yip - 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 - 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 - 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