WSQ Certified Service Professional

  

About this Course

The Certified Service Professional (CSP) WSQ course aims to provide early entrants and individuals, who are looking to develop a vibrant and exciting career in the Tourism and Service related industry, with fundamental skills and mindset of a service professional. CSP WSQ course revolves around delivering excellent, customised and personalised service, how to interact with customers/ guests as well as how to exceed service standards.

Teacher:Student ratio is 1:20

Who Should Attend

This course is suitable for individuals who are seeking a career in any of the sectors below:

  • Hotel and Accomodation Service
  • Gaming
  • Spa & Wellness
  • Food & Beverage
  • Tour & Travel Services
  • Attractions
  • Retail
  • MICE

Pre- Requisites

- Possess Grade 'C6' in English at GCE 'O' level

OR

- Possess Grade 'C5' in English at GCE 'N' level

OR

- Level 4 in the Employability Skills Systems (ESS) Workplace Literacy module in at least 2 modalities.

Course Outline

The topics covered include:

  • Think like a service professional!
  • Get ready to create memorable moments
  • Put up a great show
  • Know your products and services
  • Know your customer requirements
  • Know your organisation's systems and standards
  • Deliver the 10 GEMS
  • Go the extra mile
  • Handle service breakdowns & recovery
  • Resolve team problems
  • Communicate with team members
  • Build customer loyalty
  • Utilise customer records
  • Seek customer feedback and improve service standards

Training Methods

  • Mini Lectures
  • Group Discussion
  • Independent Learning Session (eg. Case Studies and Games)
  • Mutual Sharing and Feedback sessions
  • Group and Individual Exercises (eg .Role Playing)

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