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)