2 - Capelle Academy

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SERVICE EXCELLENCE WSQ

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Capelle Academy is a division of Capelle Consulting. 

Capelle Academy was formed in 2010 with emphasis on learning and 

development, delivering competency-based programs focusing on equipping the 

workforce with employability skills. We currently offer learning programs in the 

following Workforce Skills Qualifications (WSQ) frameworks: 

• Service Excellence 

• Executive Development and Growth for Excellence 

• Business Management 

• Leadership & People Management 

• Employability Skills 

CET CENTRE FOR SERVICE EXCELLENCE 

Capelle Academy is a Continuing Education and Training (CET) Centre for 

Service Excellence. 

We offer Service Excellence Workforce Skills Qualifications (WSQ) modules, aimed 

at raising the service level of the service workforce in Singapore. 

We deliver participant-centered, innovative service excellence programs to all 

industry sectors and across operations, supervisory and managerial levels. 

Our programs are accessible to individual workers as well. As a Service 

Excellence CET Centre, we will also provide additional services such as 

employment advisory and placement. 

We are able to partner you through consultancy interventions to improve 

service levels company-wide. Our team of highly-qualified consultants and 

trainers with service industry experience and expertise will continue to help 

you achieve breakthrough corporate performance through service excellence. 

Our distinguished achievements in the past include helping organizations be 

ranked top in the world in terms of service, and also transforming worksites 

from ranked as worst to ranked as best within a year. 

PROGRAM PARTNER (PP) AND APPROVED TRAINING ORGANIZATION (ATO) 

Capelle Academy is also a Program Partner (PP) for the Executive Development 

and Growth for Excellence (EDGE) and Business Management WSQ 

frameworks. We equip Professionals, Managers and Executives (PMEs) with a 

suite of generic skills and T-shaped competencies that deepen their capabilities 

and enable them to remain competitive in different business environments. 

In addition, we are also an Approved Training Organization (ATO) for 

Leadership and People Management, and Employability Skills frameworks. We 

equip leaders and managers with leadership capabilities, and workers with 

generic and portable skills to gain employment and progress. 

PRIVATE EDUCATION INSTITUTION (PEI) 

Capelle Academy is registered as a Private Education Institution with the Council for 

Private Education. 

Registration Number: 199401442E 

Period of Registration: 26 September 2012 to 25 September 2016 

SERVICE EXCELLENCE WSQ 2

WSQ Programs 

SERVICE EXCELLENCE WSQ PROGRAMS 

The Service Excellence WSQ is a competency-based 

training and assessment framework that equips service 

professionals with the relevant skills set to deliver excellent 

MANAGERIAL 

1. Build an Uplifting Service Culture 

(2 Days) 

(Mapped to ‘Lead a Customer Focused Organization’) 

Capelle Academy is privileged to partner with Ron 

Kaufman to launch this workshop - Build an Uplifting 

Service Culture - based on his New York Times best seller 

“Uplifting Service”. In this workshop, participants are 

introduced to the 5 key elements of uplifting service - 

the architecture for a self-sustaining service culture and a 

prescription that works. Participants will learn the steps 

to be taken to build a sustainable culture that delivers it 

every day, and offers tools and practices that have been 

proven effective in business, government, communities, 

and homes, thus providing a blueprint for making service 

a part of everything we do. 

2. Lead a Customer Focused 

Organization (2 Days) 

This program provides a holistic and structured approach 

through the SERVE framework for leaders to: 

develop a customer-focused strategy; communicate the 

organization’s customer service objectives, values and 

standards to stakeholders; translate customer focused 

values into desired behaviors; demonstrate and reinforce 

commitment to customers; and evaluate and improve 

personal customer focused leadership. SERVE stands for 

Strategize, Establish, Reinforce,Value and Exemplify. 

3. Paving the Way for Innovation in Your 

Organization (2 Days or 3 Days) 

(Mapped to ‘Set Up and Implement Systems and Strategies that 

Support Service Innovation’) 

This program looks at what successful innovative 

companies have done to make it work; and translating 

them into systems and strategies that leaders can use 

to pave the way for innovation to take place in their 

organization, from the frontline staff all the way up to 

management. 

3 SERVICE EXCELLENCE WSQ 

service.The Service Excellence WSQ comprises 24 

competency modules designed for service staff at the 

Operations, Supervisory and Managerial levels. 

4. Awesome Service Experience Every 

Day (3 Days) 

(Mapped to ‘Provide a Quality Service Environment’) 

A quality service environment is primary to any 

company’s endeavor to provide service excellence to 

its customers.To effectively build and nurture such an 

environment, leaders need to identify the components 

that determine the customer experience, and make 

plans to monitor, implement plans and even innovate 

such that the experience is customer-friendly, hospitable 

and memorable. 

5. Business Excellence Assessment 

(3 Days) 

(Mapped to ‘Assess Organization for Business Excellence’) 

This program will equip learners with an understanding 

of business excellence requirements and the core skills 

to conduct an internal assessment for their organization. 

It includes planning for business excellence assessment, 

conducting business excellence as well as reporting 

assessment findings. 

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MANAGERIAL 

6. S.C.O.R.E.! Unlock Your Potential to 

Scale New Heights in Business 

Excellence (2 Days) 

(Mapped to ‘Manage Business Excellence’) 

This program will equip participants with the skills and 

knowledge to manage the business excellence journey in 

a holistic and integrated manner. This includes planning 

for business excellence, facilitating business excellences 

self-assessment, managing improvements for business 

excellence and sustaining business excellence. 

7. Leverage Customer 

Intelligence: Develop Winning 

Products & Services (3 Days) 

(Mapped to ‘Interpret & Analyze Customer Intelligence’) 

The ability to use information to address business issues 

provides an organization with a competitive edge over 

its competitors. Hence, it is necessary for managers to 

possess skills in interpreting and analyzing customer 

intelligence to help organizations understand their 

customers better.This understanding will enable 

organizations to develop product and/or service 

offerings that meet the needs of their customers. This 

program adopts a holistic approach by introducing the 

various techniques of acquiring customer information; 

translating information to intelligence and lastly managing 

information flow within the organization. 

8. Make Customers Feel Special (3 Days) 

(Mapped to ‘Develop & Customize Service Offerings’) 

Customers feel special when the product or service 

exceeds their expectations.The interaction between an 

organization and its customers does not end when the 

check is signed or payment is received. Going the extra 

mile for customers involves understanding customers 

holistically and making the effort to offer personal 

attention to meet the special needs of customers. 

This program adopts a systematic approach by 

introducing a framework to help participants to plan, 

develop, implement and monitor service offerings that 

build customer loyalty and advocacy. 

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9. Moving from Good to Great Service 

(2 Days) 

(Mapped to ‘Manage Service Improvement’) 

Why do organizations relentlessly seek service 

improvement ideas? As the business environment is 

dynamic, great service today will be overtaken by 

competitors tomorrow.To forge ahead, organizations 

that offer great service are always one step ahead of 

their competitors. Providing great service helps 

organizations build customer loyalty and differentiate 

from competition. Enhancing the value of service 

offerings is one way to move the service level from 

good to great. Service improvement ideas abound but 

the ability to identify and select those ideas that 

resonate with consumers gives organizations a head 

start. But the process does not end here. 

Implementation is the last mile in the service 

improvement process. Institutionalizing service 

improvement programs across the entire organization is 

one of the critical success factors in moving from good 

to great service.This program adopts a systematic 

approach to enable participants to identify, initiate and 

institutionalize service improvement. 

10. Create Service Differentiation 

through Service Talents (3 Days) 

(Mapped to ‘Manage Human Resources to Achieve Service 

Excellence’) 

In order for an organization to achieve its vision and 

reach its desired state, it needs to build capability in the 

broad areas of Priority (Culture), Process and People. 

This program introduces a systematic framework for 

building service talent capability. Starting with the 

company’s business strategy, the framework includes 

Talent Planning and Profiling, Recruitment and 

Development as well as Engagement and Retention. 

When an organization carries out these processes 

effectively, it will build service talent capability for 

sustainable growth. 



MANAGERIAL 

11. Manage Performance Management 

Processes (3 Days) 

This course will equip the participants with the 

knowledge and application skills in developing 

performance management tools, implementing 

performance management process and leading the 

development of team and individual performance 

improvement plan. 

12. Manage High Volume Customer 

Contact & Communication (3 Days) 

This program adopts a holistic approach to High Volume 

Customer Contact and Communication and prepares 

managers and supervisors to undertake the 

management role. It involves the understanding and 

appreciation of the total corporate culture and 

philosophy, the use of resources and focused 

customer-centricity to bring about the desired 

consistency level of service acceptable, if not, 

appreciated by the customer. They will learn how to 

develop a structured approach to managing 

High Volume Customer Contact and 

Communication. 

13. Manage Service Operations (2 Days) 

This program will equip the learner with the knowledge 

and application skills in planning to meet internal and 

external service requirements, ensuring delivery of 

quality service and monitoring and review of customer 

service. 


14. Manage Service Supply Chain 

(2 Days) 

This program will equip learners with the knowledge 

and application skills in managing a service supply chain. 

This involves being able to: develop and align service 

supply chain strategies in alignment with the corporate 

strategic direction; manage an effective and efficient 

service supply chain including partnering external 

suppliers with well-defined performance measurements; 

drive the review process for improvement and sustain 

continuous improvement for delivery excellence. 

15. Develop & Implement Processes to 

Benchmark Service Standards (2 Days) 

Benchmarking enables us to study how the best or 

better organizations achieve their superior performance 

and then identify relevant practices to be adapted and 

adopted within one’s own organization.The definition of 

benchmarking can therefore be taken as, “a method of 

measuring and improving our organization by continuous 

systematic evaluation and comparing ourselves with the 

best”. This workshop equips the learner with the 

knowledge and application skills in determining 

benchmark requirements, planning and implementing 

the customer service benchmarking process, as well 

as managing ongoing improvements in benchmarking 

implementation. 

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SUPERVISORY 

1. UP! Your Service College 

- Course 300 

Increasing Customer Loyalty (2 Days) 

(Mapped to ‘Build Relationships with Customers’) 

This course teaches participants how to convert 

customers into loyal ambassadors, bounce back with 

service recovery, take care of angry customers, handle 

difficult service situations and manage customer 

expectations.This course is useful for everyone who 

serves external customers or internal service partners. 

2. Lead a Service Team (2 Days) 

This course will equip participants with the knowledge 

and application skills to promote team effectiveness 

by developing team plans to meet expected service 

outcomes, leading a small service team and proactively 

working with organizational line management to 

improve service delivery. 

3. The Service Coach (2 Days) & 

Coach Service Team & Individuals 

(3 Days) 

This module will equip participants with the knowledge 

and application skills to provide coaching in 

organizational service environments. It includes 

preparing to coach, coaching on-the-job and following 

up on the results of coaching. 

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4. Lead Team in Service Innovation 

(2 Days) 

(Mapped to ‘Lead a Team to Participate in Service 

Innovation Processes’) 

Innovation is recognized at the key for competitive edge 

for any company, not just those in the service sector. 

Team leaders and their members are the people who 

interact closely with the customers and are the “eyes 

and ears to the ground”.They are constantly exposed to 

how customer think and feel. Organizations that listen to 

customer and turn feedback from customers into 

valuable inputs for innovation, create value that 

customers desire. Team leaders play a vital role to 

facilitate the service innovation process.They are 

involved in creating a conductive environment, building 

team commitment, guiding team to participate in seeking 

innovation opportunities, generating ideas, evaluating 

ideas and implementing ideas. This program serves to 

equip the team leaders with the essential skills needed 

to guide teams to take part in the innovation process. 

5. Implement Continual 

Improvements In Service Delivery 

(3 Days) 


and application skills in implementing continual 

improvements in service delivery in work teams. It 

includes encouraging and coordinating the team to 

participate in the planning, executing, monitoring and 

evaluating of continual improvements in service delivery. 



OPERATIONS 


- Course 100 

Achieving Superior Service (2 Days) 

(Mapped to ‘Provide GEMS Service’) 

This course teaches fundamental service principles to 

raise service levels and improve the customer experience 

at every point of contact. In this essential two-day course, 

participants learn a common service language and apply 

proven techniques to quickly solve service problems and 

boost service performance. 


- Course 200 

Building Service Partnerships (2 Days) 

(Mapped to ‘Deliver Service Excellence’) 

This course demonstrates the importance of building 

powerful and lasting partnerships with customers and 

colleagues.This popular two-day course provides effective 

tools and proven techniques to help participants increase 

service commitment, add service value and enjoy lasting 

win-win results. 

3. The Service Innovator 

(2 Days) 

(Mapped to ‘Cultivate a Service Innovation Mindset’ 

and ‘Participate in Service Innovation Process’) 

This course will prepare learners to adopt service 

innovation in their work, and to be equipped with skills to 

initiate and participate in service innovation in their work 

environment. In so doing, this will lead to higher value 

creation and increased customer satisfaction. 

* The 


4. Provide GEMS Service (2 Days) 

This course aims to prepare participants to provide 

“extra mile service” to their customers.The program 

focuses on the importance of having the right service 

mindset and how extra mile service benefits themselves 

and the organization. Participants will also gain confidence 

in serving their customers by identifying customer needs, 

applying effective communication techniques and 

understanding the types of service behaviors that make 

an exceptional difference to the customer. 

5. Deliver Service Excellence (2 Days) 

This program aims to equip the learner with the 

knowledge and skills to apply organizational service values 

and use organizational systems to provide excellent 

customer service, follow-up post/sales service support, 

utilize and update a customer database when working 

individually and in service teams. 

6. Offer Customized 

& Personalized Service (2 Days) 


and application skills to proactively offer and recommend 

service to customers. It includes accessing and 

communicating specific product and service information 

required by a diverse range of customers in order to 

meet customers’ personal needs. 

programs above are accredited and selectively offered 

in our Public Run Calendar. Please contact us for in-house 

runs and upcoming Service Excellence modules. 

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SERVICE EXCELLENCE WSQ FEES 

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Level No. of Hours Duration 

MANAGERIAL 

` 

SUPERVISORY 

OPERATIONS 

*UYSC - UP! Your Service College 

Nett fees after 

subsidy payable 

by Singaporeans 

& Permanent 

Residents (PR) of 

Singapore 

(GST inclusive) 

Nett fees payable 

by foreigners 

(GST inclusive) 

16 2 Days $173.34 $577.80 

16 

(UYSC* Build an 

Uplifting Service 

Culture) 

2 Days $199.02 $663.40 

24 3 Days $186.18 $620.60 

16 2 Days $51.36 $513.60 

24 3 Days $55.64 $556.40 

16 2 Days $34.24 $342.40 

16 

(UYSC* Course 

100 & 200) 

2 Days $48.15 $481.50 


Public Run Calendar 

Please refer to the following links for our public run calendars: 

WSQ Programs 

Service Excellence http://www.capelleacademy.com/sg/public/programs/public_calendar.php 

Executive Development and 

Growth for Excellence 


http://www.capelleacademy.com/sg/public/programs/public_calendar_edge.php 

Business Management http://www.capelleacademy.com/sg/public/programs/public_calendar_bm.php 

Leadership and Performance 

Management 

Specialized/Non-WSQ Programs 

Leadership & Competency 

Development 

Work-Life Excellence 

DiSC Certification 

http://www.capelleacademy.com/sg/public/programs/public_calendar_wsq.php 

http://www.capelleconsulting.com/sg/business/solutions/public_calendar.php 

Please contact 6325 4982 to speak to our Client Services team for additional programs not listed in this guide. 

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Capelle Academy 

1 Coleman Street #07-08 

The Adelphi 

Singapore 179803 

Tel: +65 6325 4982 

Fax: +65 6325 4983 

Email: contactus@capelleacademy.com 

Website: www.capelleacademy.com 

The information provided in this publication is 

accurate at the time of printing. Capelle Academy 

reserves the right to vary the information provided 

in this publication at any time without prior notice.

2 - Capelle Academy

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