WSQ Service Excellence - Civil Service College

SERVICE EXCELLENCE
Course Code: DSE34
WSQ Service Excellence: Deliver Service
Excellence

Yoy
Course Code: DSE34
EQUIP
your mind to stay on top of things
CSC and Singapore Workforce Development Agency (WDA) jointly present this course in support of the Public Service
Job Re-design initiative to provide you with new skills to grow in your careers.
This competency and assessment-based programme is a WDA national qualification under the Workforce Skills
Qualification (WSQ) Service Excellence framework. It aims to prepare you to exceed customer expectations by applying
public sector mission, values and systems in a practical way. You will be empowered with concepts and tools to deliver
service excellence to both internal and external customers.
This is a Level 1 operations module under the Service Excellence WSQ and a complementary programme under the
Service Excellence Training Framework for Division 3 and 4 frontline officers who deliver service excellence.
The Service Excellence WSQ has been developed by WDA as a suite of competency-based training to equip service
professionals with relevant skills to deliver excellent service. Upon successful completion of the course assessments,
participants will receive a Statement of Attainment (SOA) issued by WDA. The SOA would count as credits towards
attaining a full certificate, for example, the Career Readiness Certificate (Operational), a nationally recognised
certificate in lieu of three GCE ‘O’ level passes.
Objectives
By the end of this course, you will be able to:
• Demonstrate an understanding of service excellence in
the public sector and its importance to organisation and
individual
• Apply public sector service values and systems in
practical ways to exceed customer expectations and
contribute to team effectiveness
Outline
• Apply public sector service values and system
- Definition of service excellence in the Public Service
- CARE in the Public Service
- Go the Extra Mile for Service (GEMS) in the Public
Service
- Public Service mission, values and systems
• Contribute to team effectiveness
- Effective team communication
- Empowerment
• Follow-up post service support
- Building trust in customers
• Utilise and update customer database
- Definition of database and what it is used for in the
public sector​
Who Should Attend
You are a Div 3 or 4 officer who is in a frontline service
role and have obtained Secondary level education or
equivalent, or have more than 2 years of work experience.
Duration
16 hours
Fee
$342.40 per participant (inclusive of 7% GST of $22.40).
Absentees will be charged the full fee.
For more information on subsidies, please refer to:
• Skills Development Fund (SDF) at
www. skillsconnect.gov.sg
• Workfare Training Support (WTS) Scheme at
www.wda.gov.sg
All SDF/WTS applications must be submitted upon
confirmation of class via Skills Connect portal.
Agencies have up to 30 days from course start date to
submit the SDF/WTS applications. WDA shall not be
obliged to accept any claims made after the expiry of time
period.
Registration
Nominations should be made through the course’s
webpage at www.cscollege.gov.sg or Learning@Gov.
Terms and conditions apply.
Venue
Civil Service College
31 North Buona Vista Road
Singapore 275983
(Venue confirmation is upon receipt of Course Placement
Letter)
Contact Us
For more information and the latest course dates, please
refer to www.cscollege.gov.sg.
6874 1733
cscollege@cscollege.gov.sg
www.facebook.com/CivilServiceCollegeSingapore
EQUIP • CONNECT • EXPLORE • CREATE
Information is correct at time of publication.