WSQ Programmes

The Service Excellence Competency Framework (SVCF) provides a whole-of-company capability development roadmap for organizations, so companies can create and define their desired service experience.

The SV CF advocates the adoption of an ‘inside-out’ and ‘outside-in’ approach to sustaining service excellence. It focuses on six capability areas: leadership, planning and process, people, customer experience, information and results, and service innovation.

The SV CF also aims to professionalize service careers through a Workforce Skills Qualifications (WSQ) pathway. It has 35 competencies that may be used as training guides to build the organization’s capability in service excellence.

The WSQ Diploma in Service Leadership aims to groom service leaders with the skills and competencies to operationalise and implement service excellence for their organisations. With a primary focus on developing leadership skills, individuals will also be introduced to job redesign, customer analytics, as well as fostering service innovation in their team.

WSQ Modules under the Level 4 – WSQ Diploma in Service Leadership:

Core Units (16 Credit Values) Elective Units (4 Credit Values)
Lead with Service Vision Develop Service Operations Optimise Workforce for Service Excellence Manage Partnerships for Service Excellence Develop Service Recovery Framework Analyse Service Quality and Customer Satisfaction Foster Service Innovation Develop New Products/Services   Manage the Service Brand
Individuals can also take electives from Level 3 or Level 5 modules of the Service Excellence Competency Framework or electives from other WSQ frameworks.

Costing of Course

Full-Time Course: 5700 SGD

After 95% Subsidy: 644 SGD

After 90% Subsidy: 891.50 SGD

Terms and Conditions

  • Able to use skillsfuture credit to pay for your course fees
  • Able to use cash to pay for your course fees
  • Payments by installments can be arranged


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