PWM-Food Services: Customer Service Excellence (Level 1)

Companies must meet the Progressive Wage Model wage and training requirements for food services workers who are Singapore citizens or permanent residents. Employers must meet the PWM requirements to renew existing work passes or apply for new work passes. (Source: Ministry of Manpower)

Training requirements

Employers must ensure that their Singapore citizen and permanent resident food services workers meet the following training requirements:

• Senior cook and manager: Training from the list of approved Workforce Skills Qualification (WSQ) modules is encouraged, but not mandatory. Employers have the flexibility to train employees according to their own business needs.
• All other Food Service PWM job roles: 2 WSQ modules from the list of approved modules.
• If employer has attained in-house approved training organisation (ATO) status: in-house WSQ training modules with prefix “FSS” in the Technical Skills & Competencies (TSC) code can be used to meet training requirements as well.

Employers will be given a grace period to comply with the training requirements:

• For new hires: six months from date of employment

Through proper training, food services workers will be able to increase their productivity, skillsets, and offer good food service experiences to customers.

Learning Outcomes

Learning Unit 1: Know Your Customers

• Identify the types of customers and service environment triggers that may result in potential service challenges.
• Recognise and cater to the needs and expectations of a diverse range of customers.

Learning Unit 2: Maintaining Professional Image and Persona

• Demonstrate the qualities and characteristics of a service professional and use techniques to portray a professional image and persona.

Learning Unit 3: Going the Extra Mile

• Recognise the importance of going the extra mile within the service industry.
• Apply various methods to exceed customer expectations and create a positive customer experience.

Learning Unit 4: Principles of Effective Communication

• Apply effective communication skills when interacting with customers and escalate service issues that have not been resolved.

Learning Unit 5: Escalation Process

• Apply methods to escalate feedback on improvement areas and unresolved service challenges through escalation channels.

Minimum Entry Requirements

• Have an understanding of the organisation’s product and service offering.
• Have an understanding of the organisation’s structure, standard operating procedures and guidelines on a relevant area of work.
• Be able to listen, read, speak and write English at a proficiency level not lower than the Employability Skills Workforce Skills Qualification Literacy Level 3.

Mode of Assessment

• Role Play
• Written Exam
• Case Study