WSQ Drive Service Quality and Customer Satisfaction (SFw) CRS-Q-0039390-RET


On completion of this unit, participants would have learnt the knowledge and application skills in the assessment of the service quality and customer satisfaction levels within an organisation.  This involves the identification of relevant benchmark criteria and key performance indicators to monitor and manage customer information for service excellence.


Course Outline

  • 1. Develop service quality and customer satisfaction framework in accordance with organisation’s business strategy.
    2. Evaluate service quality and customer satisfaction performance against benchmarking criteria and key performance indicators.
    3. Communicate service quality and customer satisfaction performance to stakeholders.


Course Duration

16 hours

2 days (Full-Time), 2 weeks (Part-Time)


Mode of Instruction

This 16-hour workshop uses:

  • Mini lectures - to succinctly explain the concepts and theories
  • Interactive activities - Group discussions on knowledge and procedural process.
  • Group and individual exercises for practical activities including role-plays.
  • Independent learning sessions to practice skills and evaluate own progress based on case-studies and games.
  • Mutual sharing and feedback on performance through all formal and informal learning activities and games.


Trainer-Student Ratio - 1:20



Upon successful completion of the course and passing all assessments, participant will be awarded with a Statement of Attainment (SOA) by SSG.


Target Audience

The main target audience are service staff from various service industry sectors.   The job role(s)/occupations that this unit would be relevant to may include:

  • Supervisory or Managerial position in the Service industry

Please click on the button below to register your interest.

Entry Requirement

Learners are assumed to:

  • Have an understanding of the organisation’s product and service offering
  • Have an understanding of the organisation’s structure, standard operating procedures and guidelines
  • ES WSQ WPL level 6 and above or
  • Preferably 1  GCE ‘O’ Level pass or Equivalent



Tuition Fee
Self Sponsored for SC / PR ≥ 21 years above
Less SSG Funding (After 50% of Tuition Fee)
Tuition Fee after SSG Funding
NETT Fee Payable
Self Sponsored for SC ≥ 40 years above only
Less SSG Funding (After 90% of Tuition Fee)
Tuition Fee after SSG Funding
NETT Fee Payable
Other Fee
Application Fee (non-refundable)
NETT Fee Payable

Company Sponsor for Non-SMEs and SMEs

Course Fee Subsidy of up to **90% and **Absentee Payroll Funding for Singaporeans and Permanent Residents Employees

**Subjected to SkillsFuture Singapore (SSG) Terms and Conditions.

Click here to view the terms & conditions for SSG Funding.

Click here to view other chargable fees for students.