WSQ Certificate in Service Excellence

The WSQ Certificate in Service Excellence aims to groom service professionals and anyone with a passion for providing excellent service with the skills and competencies to engage customers for service excellence. It also aims to equip them with the resilience to handle challenging situations and diversity, provide go-the-extra mile service, as well as contribute to service improvements through service innovation.

The modules in the Studyworks’ WSQ Certificate in Service Excellence are:

Respond to Service Challenges (RSC)

This unit covers the skills and knowledge required for service staff to respond to challenging service situations with the use of appropriate verbal and non-verbal communication techniques. It involves recognising triggers which may lead to service challenges, use of service recovery procedures to respond to the challenges and escalating unresolved service challenges. The RSC course at Studyworks is a 16-hour course that is conducted over two full days. Two tea breaks will be provided for all participants. Individuals may be eligible for up to 95% subsidy on the course fee.

Please click on the Course Calendar to find out the next available course.

Alternatively, you may wish to email us at WSQ-Enquiry@studyworks.com.sg to find out more.

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Learn skills and gain knowledge to respond to challenging service situations using appropriate verbal and non-verbal communication techniques. Learn to recognise triggers which may lead to service challenges. Use service recovery procedures to respond to the challenges and escalating unresolved service challenges.

“Challenges are what make life interesting;
Overcoming them is what makes life meaningful”.

Joshua J. Marine, Author

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Service Challenges
  • Customer complaints on products or services
  • Negative feedback from customers on service delivery

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Importance of Responding to Service Challenges
  • Generate loyalty, goodwill, and word-of-mouth
  • Increase the number of satisfied customers
  • Maintain or salvage organisation’s reputation

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Some Principles of Effective Communication
  • Paying attention to non-verbal communication cues
  • Speaking clearly and concisely
  • Listening carefully and asking questions to clarify

Project a Positive and Professional Image (PPPI)

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This unit covers the skills and knowledge to equip service professionals with the right grooming and professional image required for building confidence and projecting a positive image. It also involves equipping them with a positive and customer-oriented mindset to impress and wow their customers in their day-today engagement. The PPPI course at Studyworks is an 8-hour course that is conducted in one full day. Two tea breaks will be provided for all participants. Individuals may be eligible for up to 95% subsidy on the course fee. Please click on the Course Calendar to find out the next available course. Alternatively, you may wish to email us at WSQ-Enquiry@studyworks.com.sg to find out more.

Please click on the Course Calendar to find out the next available course.

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Contribute to Customer Service over Various Platforms (CCSVP)

This unit covers knowledge and application skills to leverage on available organisational resources when engaging with customers over various platforms. It also includes portraying a professional etiquette and escalating feedback received over various platforms. The Studyworks’ CCSVP course will be launching soon. Please check back here for launch dates. Alternatively, you may wish to email us at WSQ-Enquiry@studyworks.com.sg to find out more.

Please click on the Course Calendar to find out the next available course.

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Provide Go-the-Extra-Mile Service (GEMS)

This unit covers knowledge and application skills in equipping service staff with the mindset to go the extra mile in providing excellent service. It involves demonstrating the qualities and characteristics of a service professional, creating a positive customer experience by offering customised and personalised service, and escalating areas of improvement that may enhance the customers’ experience. The Studyworks’ GEMS course will be launching soon. Please check back here for launch dates. Alternatively, you may wish to email us at WSQ-Enquiry@studyworks.com.sg to find out more.

Please click on the Course Calendar to find out the next available course.

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Engage in Service Innovation Initiatives (ESII)

This unit covers knowledge and application skills in understanding the importance of service innovation and the methods and opportunities that are available for a service staff to generate ideas that contribute to service innovation. The Studyworks’ ESII course will be launching soon. Please check back here for launch dates. Alternatively, you may wish to email us at WSQ-Enquiry@studyworks.com.sg to find out more.

Please click on the Course Calendar to find out the next available course.

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Demonstrate the Service Vision (DSV)

This unit covers knowledge and application skills in demonstrating the organisation’s service vision, and recognising the role that one plays in contributing to the service vision. The Studyworks’ DSV course will be launching soon. Please check back here for launch dates. Alternatively, you may wish to email us at WSQ-Enquiry@studyworks.com.sg to find out more.

Please click on the Course Calendar to find out the next available course.

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Implement Operations for Service Excellence (IOSE)

This unit covers knowledge and application skills in the delivery of service excellence by utilising organisational service operations resources. It involves the use of effective teamwork to perform service operations in accordance with organisation’s guidelines
and escalating service performance issues. The Studyworks’ IOSE course will be launching soon. Please check back here for launch dates. Alternatively, you may wish to email us at WSQ-Enquiry@studyworks.com.sg to find out more.

Please click on the Course Calendar to find out the next available course.

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Work in a Diverse Service Environment (WDSE)

This unit addresses the skills and knowledge required to handle diversity. It includes recognising the importance of inclusiveness, demonstrating the use of emotional intelligence and resilience to handle diversity in the service environment, and
monitoring one’s actions in handling diversity. The Studyworks’ WDSE course will be launching soon. Please check back here for launch dates. Alternatively, you may wish to email us at WSQ-Enquiry@studyworks.com.sg to find out more.

Please click on the Course Calendar to find out the next available course.

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