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East Asia Institute of Management (EASB) delivers desired results by identifying and teaching skills, knowledge and behaviors in delivering the training and development needs of employees, jobseekers and individuals locally and globally. This module is designed to provide participants with practical knowledge and skills that will enable them to provide quality service in their interactions with customers at their workplace. Upon completion, participants will be able to improve their interactive skills to levels that are consistent with the national workforce skills standards in order to: Maintain professional appearance and attitudes Provide quality service Address concerns

Methods of Learning

We use a number of experiential methods of learning in this module:

  • Mini-lectures
  • Experiential learning with practical role-plays
  • Exercises and case studies
  • group discussions



2 days

Competency Elements
1. Maintain professional
appearance and attitude
• Positive attitude
• Behaviours and situations that trigger negative emotional
• Social norms among various cultures
• Importance of not stereotyping customers
• Features of stereotypes that might cause offence
• Personal grooming and hygiene and its importance
• How to maintain poise and posture at work
• Communication techniques
2. Provide quality service • Importance of providing quality service
• Value of customers
• Types of customers, e.g., internal, external
• Expectations of external and internal customers
and other diverse groups of customers
• Concept of moment of truth in relation to customer service
• Role of service professional
• Why guests complain and why they do not
• Products and services offered by organisation
• Communication techniques
3. Address concerns • Importance of addressing concerns
• Problem-solving techniques
• Reporting procedures
• Communication techniques

Participants should be able to speak, listen and read English at a proficiency level not lower than the Employability Skills Workforce Skills Qualification (ESS WSQ) Workplace Literacy (WPL) Level 4
GCE ‘N’ Level with minimum credit in English and Mathematics


Who should attend
Seasoned industry professionals seeking to up-skill their capability New entrants to the industry
Individuals seeking career transition opportunities

Full Course Fee: $588.50 inclusive of GST (before SSG funding) 
(Note: SSG funding will be revised from Oct 2017 onwards)

– SSG funding is applicable to Singapore Citizens and Singapore Permanent Residents only
– SSG funding is up to 90% of the course fee.
– SSG funding is subject to SSG’s approval.
– Applicant will pay the nett fee upon acceptance into the course.90% of the

course fee plus GST shall be paid to EASB in any of the following circumstances:
1) SSG does not approve the funding application.
2) SSG revokes the funding for whatever reason.
3) The participant does not fulfil minimum 75% attendance and/or fail any of the assessment components (e.g. written test, assignment, case study, etc) in any competency unit.
4) The participant breaches any of the terms and conditions of the course or funding grant.

This course is conducted in English.
(Registration is opened. Course commencement is subjected to minimum class size)

Participants must attain at least 75% of attendance in order to be eligible for SSG Grant and assessments. Participants are required to undertake assessments

Participants who have successfully demonstrated competence in all the knowledge and skills requirements in this programme will be awarded with a Statement of Attainment (SOA) by SkillsFuture Singapore (SSG).