Customer Service Excellence: Connect with Empathy! (Level 1)

Build practical customer service skills to communicate effectively, understand customer needs and create positive service experiences.

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In-Person
SkillsFuture Funding Eligible
UTAP Funding Eligible

Customer Service Course Overview

The Customer Service Excellence (Level 1) – Connect with Empathy course helps learners build practical skills to deliver professional and personalized service in different customer-facing situations.

Through this customer service course, learners will understand customer needs and expectations, communicate effectively, project a professional image and handle service challenges appropriately in the workplace.

Who Is This Course For?

Restaurant service employee smiling while serving a meal to a customer, representing frontline staff suitable for a Customer Service Course.

Target Learner Profile

New and Existing Service Employees

This customer service course is designed for new hires and existing employees working in Food Services, Hotel & Accommodation, Retail and MICE environments, including front-of-house and back-of-house operational roles. No prior customer service experience or knowledge is required, making it suitable for both beginners and employees looking to strengthen their service skills.

Skills You'll Gain

Build practical customer service skills to better understand customers, communicate professionally, create positive service experiences and respond appropriately when service challenges arise.

What You’ll Learn

Café employee interacting with two customers at the counter, demonstrating communication and interpersonal skills covered in a Customer Service Course.

01
Types of Customers & Triggers Identify different types of customers and recognise triggers that may lead to service challenges.
02
Customer Needs & Expectations Understand different customer needs and expectations and how to cater to a diverse range of customers.
03
Professional Image & Persona Learn how to project a professional image and persona in the workplace.
04
Effective Communication Understand the principles of effective communication when interacting with customers and handling service challenges.
05
Qualities of a Service Professional Recognise the qualities and characteristics expected of a professional service employee.
06
Personalised Service Learn how personalised service and going the extra mile can create a positive customer experience.
07
Escalating Service Challenges Understand how to escalate unresolved service challenges and areas for improvement through proper channels.

How You’ll Apply It

Restaurant service employee assisting customers at their table, demonstrating attentive service and professional customer communication.

01
Recognise Different Customer Types Identify customer profiles and potential triggers during day-to-day service interactions.
02
Respond to Customer Needs Adapt your approach to different customer needs and expectations.
03
Present Yourself Professionally Apply appropriate professional image and behaviour in the workplace.
04
Communicate Effectively with Customers Use effective communication skills when handling customer interactions and service issues.
05
Demonstrate Professional Service Behaviour Apply the qualities and characteristics of a service professional in real workplace situations.
06
Create Positive Customer Experiences Provide personalised service and go the extra mile where appropriate.
07
Escalate Issues Appropriately Escalate unresolved service challenges and feedback through the correct organisational channels.

Course Details

Course Information

Duration 8 hours / 1 day

Mode In-person

Class Size Min 6, Max 20

Language & Code

Language English

Course Code TGS-2025056655

Training Locations

Bukit Batok 33 Hillview Terrace, Singapore 669253

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Requirements & Assessment

Requirements

Minimum Age 18 years old

Language Level Able to read, write and speak in English (WLPN Level 3 and above)

Experience No prior customer service experience or knowledge required

Assessment

Practical Performance 10 minutes

Oral Questionings 20 minutes

Passing Criteria

Competency Written Assessment: 100% required
Practical Assessment: 100% required

Attendance 100% required

WSQ Certification

Statement of Attainment (SOA) will be conferred on the competent candidates.

Fees & Funding

The Customer Service Excellence (Level 1) course is SSG-funded. Eligible Singaporeans and Permanent Residents may receive course fee subsidies, subject to eligibility and successful course completion.

Enhanced Subsidy

70% Subsidy

For eligible Singaporeans aged 40 & above.

Nett fee $73.32 Incl. GST

Subsidised Fee

50% Subsidy

For eligible Singaporeans aged below 40 and Singapore Permanent Residents.

Nett fee $110.92 Incl. GST

Full Course Fee

Standard Fee

For non-Singaporeans and Singaporeans below 21.

Nett fee $204.92 Incl. GST

Funding note: SkillsFuture and SSG subsidy eligibility should be verified during registration. Final nett fees may depend on learner profile, age band, citizenship or PR status, and successful course completion.

NTUC members enjoy 50% unfunded* course fee support for up to $250 each year when they sign up for courses supported under UTAP. NTUC members aged 40 and above will get increased funding support from $250 to $500. NTUC Starter members can enjoy 50% unfunded course fee support for up to $200 per year when they attend courses supported under UTAP.

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Frequently Asked Questions

01 Does the Customer Service Excellence Course count towards Food Services PWM training requirements?

Yes. AKC's WSQ Customer Service Excellence Level 1 course counts towards the training requirements under Singapore's Food Services Progressive Wage Model (PWM). For applicable F&B job roles, completing this course can fulfil one of the required WSQ training modules. Employers should refer to MOM's latest Food Services PWM requirements to confirm their employees' training obligations.

02 Can a Customer Service Certificate help me find a job in Singapore?

A Customer Service Certificate can strengthen your resume by demonstrating relevant customer service skills to potential employers. Completing a recognised WSQ Customer Service Course may support applications for frontline positions in restaurants, cafés and other food service establishments. However, certification does not guarantee employment. You can contact our career advisory team for a personal consultation at careerprogression@sg-akc.com.

03 Why should I take a Customer Service Course in Singapore?

A Customer Service Course helps you develop practical skills to communicate confidently, understand customer needs and handle service challenges professionally. For F&B employees, customer service training also helps improve service consistency, identify areas for improvement and create better customer experiences in everyday work.

04 Can companies enrol employees for Customer Service Training in Singapore?

Yes. F&B companies can enrol their employees in Customer Service Training in Singapore to improve service standards, develop frontline communication skills and strengthen customer satisfaction. The Customer Service Excellence for Food Services Level 1 course is suitable for businesses looking to upskill their workforce and support applicable Food Services PWM training requirements. For corporate class schedules, enquire with us on WhatsApp.

Stand Out with Better Customer Service Skills.

Build the confidence to understand customer needs, communicate effectively and deliver professional service.

Last updated: 29 October 2026