Course Overview

Drive Service Excellence Across the Organisation
Learn how to align service delivery with organisational standards by identifying performance gaps and applying targeted improvements that enhance customer satisfaction.

Strengthen Team Performance Through Coaching
Gain practical skills in developing coaching plans and applying effective techniques to support team members in delivering consistent, high-quality service.

Build Deeper Customer Connections
Understand your organisation’s offerings and customer profiles more effectively, while learning how to establish strong rapport and lasting customer relationships.

Learning Outcomes

Learning Unit 1: Organisation Product or Service Offerings

  • Enhance knowledge of organisation’s product or service offerings and customer profile.
  • Identify different methods to establish customer rapport.

Learning Unit 2: Monitoring Service Excellence

  • Apply techniques to monitor individual progress for service excellence.

Learning Unit 3: Service Delivery Gaps and Corrective Actions

  • Analyse gaps between the team’s service performance and organisation’s service standards and to identify key areas for service improvement.
  • Analyse service performance levels and implement corrective actions to improve service delivery gaps.

Learning Unit 4: Development of Coaching Plan

  • Develop coaching plans to address customer service gaps.
  • Apply coaching techniques to address service performance issues.

Minimum Entry Requirements

  • Be able to listen, read, speak and write English at a proficiency level not lower than the Employability Skills Workforce Skills Qualification Literacy Level 4.

Mode of Assessment

  • Written Exam, Role Play
  • Written Assessment – Case Study

Course Reference Code

TGS-2023020696

Mode of Training

Classroom

Fees

Singapore Citizens
(40 years old and above)
Full Course Fees (Before GST) $700.00
9% GST (GST is calculated based on
Full Course Fees)		 $63.00
SkillsFuture Funding (Baseline) (50%) -$350.00
SkillsFuture Mid-Career Enhanced
Subsidy (20%)		 -$140.00
Nett Course Fees (After GST) $273.00
Singapore Citizens (21 to 39 years old),
PRs / LTVP+ Holders (any age)
Full Course Fees (Before GST) $700.00
9% GST (GST is calculated based on
Full Course Fees)		 $63.00
SkillsFuture Funding (Baseline) (50%) -$350.00
SkillsFuture Mid-Career Enhanced
Subsidy (20%)		 NA
Nett Course Fees (After GST) $413.00
Funding Options
  • Singaporeans aged 25 and above can utilise their SkillsFuture credits for this course.
  • For Long Term Visit Pass Plus (LTVP+) holders who are applying for funding, please note that individuals holding a Long Term Visit Pass (LTVP) will not be eligible.
  • For Singapore citizens under 30, Post-Secondary Education Account (PSEA) funds can be applied towards the course fees.

Post-Secondary Education Account (PSEA) Withdrawal Guidelines

Eligibility Requirements

  • Singapore citizens are entitled to utilise their Post-Secondary Education Account (PSEA) funds for this course.
  • For participants below 21 years of age, a parent or legal guardian must submit the application on their behalf.

Checking PSEA Availability

  • To verify PSEA fund availability, please contact the Ministry of Education’s 24-hour automated PSEA hotline at 6260 0777.

Application Process

  1. Participants will need to submit the PSEA ad hoc withdrawal application via FormSG: http://go.gov.sg/psea-withdrawal-tps.
  2. Applications must be submitted at least 14 days prior to course commencement.
  3. After submission, email a screenshot of the completed application to [email protected] to notify us that you will be utilising your PSEA to pay for the course fees.

Late Application Policy

For applications submitted less than 14 days before course commencement:

  1. Full payment of course fees is required upfront in cash.
  2. Refunds will be processed within 60 days of PSEA application approval.
  3. Funds will be transferred to your designated bank account.

Frequently Asked Questions

I am utilising my PSEA funds for this course, which fee structure applies to me?

  • For participants below 30 years: Please refer to the nett course fees under “Singapore Citizens (21 to 39 years old)”.
  • For participants below 21 years: Please refer to the nett course fees under "Foreigners (any age)". SkillsFuture funding is not applicable for this category.

PSEA Application Submission Guide

When completing your PSEA Ad Hoc Withdrawal Application, please note:

  • Training Institution: Select “Adept Academy Pte Ltd”
  • Usage Category: Select “SSG-PDEV”
  • Course Code: Enter the Course Reference Code (format: TGS-xxxx)

* Important: Use the Course Reference Code found on our main page starting with TGS-xxx, not the skill code. For further enquiries regarding the usage of PSEA, please contact our administrative office at [email protected].

UTAP Funding Eligibility

This course qualifies for Union Training Assistance Programme (UTAP) funding for eligible members.

Claim Procedure

Singapore Citizens /
PRs / LTVP+ Holders (any age)
Full Course Fees (Before GST) $700.00
9% GST (GST is calculated based on
Full Course Fees)		 $63.00
SkillsFuture Funding (Baseline) (50%) -$350.00
Enhanced Training Support for SMEs (20%) -$140.00
Nett Course Fees (After GST) $273.00
Foreigners (any age)
Full Course Fees (Before GST) $700.00
9% GST (GST is calculated based on
Full Course Fees)		 $63.00
SkillsFuture Funding (Baseline) (50%) NA
Enhanced Training Support for SMEs (20%) NA
Nett Course Fees (After GST) $763.00

Eligibility for SSG funding is limited to individuals holding a Long Term Visit Pass Plus (LTVP+). This support does not extend to holders of a Long Term Visit Pass (LTVP).

SMEs enrolling employees in WSQ training for the first time must declare their status through the SkillsFuture Business portal to qualify for SSG funding. For more information, please refer to https://file.go.gov.sg/sfec-claim-guide.pdf

Adept Academy reserves the right to reclaim and recover any and all amounts of funding that are not disbursed by SkillsFuture Singapore (SSG) in the event that a learner fails to successfully complete the required assessment(s) or for any other reason as determined by SSG.

Absentee Payroll
Funding rate: Flat rate fixed at S$4.50 per hour of attended training 16 training hours x $4.50 = $72.00
SkillsFuture Enterprise Credit (SFEC)
Skills Future Enterprise Credit (SFEC) provides financial support for workforce training, applicable to both local and foreign employees. Eligible companies can receive up to 90% funding for course fees. $700.00 x 90% = $630.00
Enterprise Innovation Scheme
Option 1: Tax Deductions/ Allowances 400% tax deductions/ allowances on up to $400,000 of qualifying expenditure per year Option 2: Cash Pay-out Convert up to $100,000 of the total qualifying expenditure across all the qualifying activities for each YA into a non-taxable cash payout at a conversion rate of 20%, in lieu of tax deductions and/ or allowances.
Course Fee and Funding Information
  • Net fee is calculated after funding subsidies and includes a 9% GST based on the full course fee.
  • Eligible companies can claim absentee payroll support of up to $4.50 per hour, with a yearly cap of $100,000 per enterprise.
  • Enterprise Innovation Scheme benefits are subject to individual company budget availability. Companies must choose between the 400% tax deduction or the 20% cash payout option. For detailed information, visit the IRAS website.
  • Skills Future Enterprise Credit (SFEC) availability depends on individual company remaining funds. Refer to the Enterprise Singapore website for more details.
Small and Medium Enterprise (SME) Criteria
  • Must be registered or incorporated in Singapore.
  • Either employ no more than 200 staff or have an annual turnover not exceeding $100 million at the group level.

Subjected to individual company's budget availability for SFEC. For more information, please refer to https://www.enterprisejobskills.gov.sg/content/upgrade-skills/sfec.html

SMEs enrolling employees in WSQ training for the first time must declare their status through the SkillsFuture Business portal to qualify forSSG funding. For more information, please refer to https://file.go.gov.sg/sfec-claim-guide.pdf

Adept Academy reserves the right to reclaim and recover any and all amounts of funding that are not disbursed by SkillsFuture Singapore (SSG) in the event that a learner fails to successfully complete the required assessment(s) or for any other reason as determined by SSG.

Foreigners (any age)
Full Course Fees (Before GST) $700.00
9% GST (GST is calculated based on Full Course Fees) $63.00
Nett Course Fees (After GST) $763.00

FAQs

If your company is enrolling employees in WSQ training for the first time, you must declare your SME status through the SkillsFuture Business Portal to qualify for SSG funding. For detailed guidance, please refer to https://file.go.gov.sg/sfec-claim-guide

You will receive a confirmation email within three days of completing your registration via the provided link.

No, eligibility for SSG funding is limited to individuals holding a Long Term Visit Pass Plus (LTVP+). This support does not extend to holders of a Long Term Visit Pass (LTVP). For more information on the pass types, we encourage our learners to check with the Immigration & Checkpoints Authority (ICA) directly.

You can find a complete walkthrough in our detailed guide to downloading your WSQ certificates here. Individuals with SingPass logins will be able to download your WSQ certificates via https://www.myskillsfuture.gov.sg/.

Doris Chen
Assistant Manager,
Business Development
+65 8518 5863

  • Course Duration

09:00am to 06:00pm (Day 1)
09:00am to 06:00pm (Day 2)

  • Upcoming Schedule

To Be Announced

  • Trainers

Andy Lim, Anil Pammi, Chariotte Soo, Damien Tan