Curating Customer Experiences

TGS-2022015346 FSS-CEX-1040-1.1

About This Course

The hospitality industry thrives on customer service. A better understanding of customers’ needs is key to effective communication and improving customers’ satisfaction level.


This course provides you with the skills and knowledge to curate a positive customer experience.


Course duration: 32 hours


Session: 4 Full Days; 9am – 6pm

Who Should Attend

This course is suitable for new entrants to the industry or existing customer service crew who wish to improve their customer service skills.

What You’ll Learn

By the end of the course, you will be able to follow guidelines to provide positive customer service to a diverse range of customers through effective communication with customers, understanding their expectations and being able to go-the-extra-miles to deliver their services.

Course Outline

The course covers the following content:

  • Identify types of customers and triggers in the service environment
  • Understand customer needs and expectations
  • Describe qualities and characteristics of a service professional
  • Understand the importance of go-the-extra-mile for service to oneself and the organisation
  • Apply methods to exceed customer expectations
  • Apply principles of effective communication
  • Apply methods to escalate areas of improvement and service challenges through proper escalation channels
  • Apply methods to project a professional image and persona

Course Structure

  • Methodology

    Theory, case studies and role-plays

  • Assessment

    You must attain a minimum of 75% attendance in order to be eligible for the assessment.

  • Certificate

    Upon successful completion of the course, you will receive a WSQ Statement of Attainment (SOA) in ‘Customer Service Excellence-1’ issued by SkillsFuture Singapore (SSG).

Course Fees

Full Course Fee incl. 9% GST S$ 627.84
1,2,4,6 Nett Course Fee Payable after SSG Grant, incl. GST
(Singaporeans/PRs/Long Term Visit Pass Plus Holders ≥ 21 years old)
S$ 188.35
3, 6 Nett Course Fee Payable after MES Grant, incl. GST
(Singaporeans ≥40 years old)
S$ 73.15
6, 7Nett Course Fee Payable for SMEs, incl. GST S$ 73.15

5Absentee Payroll

Absentee Payroll rate at S$4.50 per hour, capped at S$100,000 per enterprise per calendar year

View Payment Terms

* In accordance with the Budget 2022 announcement, the GST rate will be increased from:

(i) 7% to 8% with effect from 1 Jan 2023; and

(ii) 8% to 9% with effect from 1 Jan 2024.

9% GST will apply to full payments received by SHATEC from 1 January 2024 onwards.
Full payments received by SHATEC before 1 January 2024 will have no adjustment to the 8% GST.
Please refer to for more information on the GST rate change.

1 Singaporeans and Singapore PRs, aged 21 and above, will be eligible for up to 70% SSG funding. Funding is subjected to SSG’s prevailing corporate policies and final approval.

2 Singaporeans may also utilize available funds within their Post-Secondary Education Account (PSEA) or SkillsFuture Credits (where applicable) to offset total net course fee payable. All Singaporeans aged 25 and above can use their $500 SkillsFuture Credit from the government to pay for a wide range of approved skills-related courses. Visit the SkillsFuture Credit website to choose from the courses available on the SkillsFuture Credit course directory.

3 The SkillsFuture MES is for Singaporeans aged 40 years old and above.

4 Training support will be extended to Long Term Visit Pass Plus (LTVP+) Holders with effect from 1 October 2021. The LTVP+ scheme applies to lawful foreign spouses of Singapore Citizens (SCs) with (i) at least one SC child or are expecting one from the marriage, or at least three years of marriage, and (ii) where the SC sponsor is able to support the family. LTVP+ holders will be identified with their green visit pass cards, with the word ‘PLUS’ on the back of the card.

5 SME companies are required to log-in to Enterprise Portal for Jobs and Skills to update their SME status if they have not done so. All companies will be notified to log in to the portal to declare monthly salary and hours worked per week in order to receive Absentee Payroll.

6 Companies and individuals are liable for the full course fee in the event that the SSG funding and subsidy are not approved.

7 Class commencement is subjected to minimum class size met. Public holidays are excluded, where applicable

8 Eligible companies can offset the additional out-of-pocket expenses with the SkillsFuture Enterprise Credit (SFEC). Please refer to for more information.

Payment Mode

The following payment modes are available:

  • Bank Transfer
  • PayNow
  • Credit Card
  • Internet Banking

SHATEC Institutes Pte Ltd (UEN: 198301550C) is an appointed CET Centre by SkillsFuture Singapore (SSG) for courses supported by SkillsFuture Credits (SFC) / funded by SSG. The funding support period for Curating Customer Experiences (TGS-2022015346) is 29 Aug 2022 to 31 May 2025.

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