Master the art of delivering exceptional customer service with the WSQ Service Excellence course. Over just two days, you'll learn how to project a professional image, communicate with empathy, personalise every interaction, and go the extra mile to exceed customer expectations. Nationally recognised and up to 70% SkillsFuture funded, this course equips frontline and service staff across every industry with the skills to turn good service into great customer experiences.
Training + assessment in two days
Issued by SkillsFuture Singapore
No experience required
Bishan & Jurong East branch
For SG citizens aged 40+ · After SSG subsidy
Registration takes less than 3 minutes
✅ Nationally-recognised WSQ Service Excellence certification
✅ Just 2 days — train and get assessed quickly
✅ SkillsFuture Credit, PSEA & NTUC UTAP accepted
✅ Bishan & Jurong East locations
Course overview
The WSQ Service Excellence course equips learners with the skills and mindset to surpass customer expectations and deliver outstanding service experiences professionally. Formerly known as Provide Go-the-Extra-Mile Service (PGEM) combined with Professional Image, the course covers everything from projecting a polished professional persona to handling diverse customers, communicating with empathy, and recovering gracefully when service falls short.
Service excellence is a competitive advantage in every customer-facing industry — retail, hospitality, security, healthcare, and beyond. Over two days, you’ll learn practical, immediately applicable techniques to create positive customer experiences, gather and act on feedback, and consistently go the extra mile. On completion, you’ll earn a nationally-recognised WSQ Statement of Attainment.
 In a service-driven economy, the quality of customer experience often decides whether a business keeps its customers. Trained service professionals are more confident, handle difficult situations better, and directly contribute to customer loyalty and business reputation — making this one of the most transferable skills you can certify.
Who this course is for
Whether you’re on the frontline of retail or hospitality, in a service support role, or looking to sharpen your professional image, this course gives you the skills and certification to deliver service that stands out.
Retail, hospitality, F&B, and counter-service professionals
Officers and staff who interact with the public daily
Entering customer-facing roles and building service skills
Aged 40+ and eligible for the highest SSG subsidy tier
Learning outcomes
This course aligns with the WSQ Service Excellence competency framework. By the end, you’ll be able to:
Recognise the impact of your professional image and persona, and project the qualities and characteristics of a true service professional in line with organisational guidelines.
Recognise diverse customers and their needs, and create positive experiences through customised, personalised service.
Demonstrate effective, customer-friendly communication and empathise with customers to exceed their expectations in go-the-extra-mile interactions.
Seek customer feedback to improve your own performance, and escalate areas for improvement through the right channels to enhance the customer experience.
Full Curriculum
The course is delivered over 2 days, with classroom learning followed by an in-house assessment. Click each module to see what’s covered.
Course Pre-requisites
This course is open to anyone in or entering a customer-facing role, with no prior experience needed. You’ll need basic English at workplace level 2 to follow the materials and complete the assessment.
Listen, read, write and speak English at WPLN Level 1 or equivalent
Minimum age 18, with secondary school qualification or higher
Suitable for new entrants and frontline staff
Singaporeans, PRs, and Foreigners welcome
Course Fees
The SkillsFuture Singapore (SSG) subsidy covers up to 70% of the course fee for eligible learners. Singapore Citizens aged 40 and above receive the highest subsidy tier (the Mid-Career Enhanced Subsidy), while Singapore Citizens and PRs aged 21 and above receive the baseline funding.
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Profile
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Funding Tier
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Singapore Citizen aged 40 and above, or employer-sponsored (SME)
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Baseline 50% + Mid-Career Enhanced Subsidy 20% = 70% funding
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Singapore Citizen, PR, or LTVP+ Holder aged 21 and above
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Baseline 50% funding
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Foreigners / Others
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Funding not applicable
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Course
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Full Course Fee
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🌟 Nett Fee: SG Citizens 40+
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🌟 Nett Fee: SG Citizens Below 40 & PR
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WSQ Service Excellence
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$381.50
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$136.50
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$206.50
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Fees inclusive of 9% GST. Offset the nett fee further with SkillsFuture Credit, PSEA or UTAP where applicable.
SkillsFuture Credit is a government top-up given to every Singapore Citizen aged 25 and above to pay for approved skills courses. All Singaporeans aged 25 and above receive a $500 opening SkillsFuture Credit, and Singaporeans aged 40 and above receive an additional $4,000 Mid-Career SkillsFuture Credit. You can use your SkillsFuture Credit to offset the remaining fee after the SSG subsidy — often reducing what you pay out of pocket to as little as zero. Credits are applied after the SSG subsidy, and our team will guide you through the claim when you register. You can check your balance anytime at myskillsfuture.gov.sg.
Beyond SkillsFuture Credit, you may be able to offset fees using your PSEA (Post-Secondary Education Account) funds, or NTUC UTAP if you’re a union member. These can be combined with the SSG subsidy to further lower your cost.
Check nett fees after SSG funding for each course.
Next course intakes
The WSQ Service Excellence course runs over 2 days, typically from 9:00am, with an in-house assessment on the second day. We hold regular intakes at both our Bishan and Jurong East branches, with weekday and weekend options. Download the full schedule for the next few months below.
All upcoming intake dates and locations for the next few months.
What you'll earn
On passing each module’s assessment, you’ll receive a WSQ Statement of Attainment issued by SkillsFuture Singapore. Together, the three SOAs form the training qualification required for your Security Officer licence application.
Student reviews
Two days well spent. The trainer used real scenarios from retail and hospitality, and I came away with practical ways to handle difficult customers. I feel much more confident at my counter now.
I work in security but deal with the public all day, and this course changed how I communicate. The service recovery techniques were especially useful. Affordable too, after the subsidy.
Frequently asked questions
The WSQ Service Excellence course is a 2-day, nationally-recognised customer service certification approved by SkillsFuture Singapore (SSG). It teaches you how to project a professional image, engage diverse customers, communicate with empathy, deliver go-the-extra-mile service, and handle feedback and service recovery. It was formerly known as Provide Go-the-Extra-Mile Service (PGEM) with Professional Image.
The course suits anyone in a customer-facing role — retail, hospitality, F&B, security, healthcare, and service support staff — as well as career switchers entering these industries. No prior experience is required, making it ideal for both new entrants and experienced staff wanting to sharpen their service skills.
 The course runs over 2 days, typically from 9:00am, with an in-house assessment on the second day. You'll be certified shortly after passing
The full course fee is $381.50 (inclusive of 9% GST). After SSG funding, Singapore Citizens aged 40 and above pay from $136.50, and Singapore Citizens and PRs aged 21 and above pay from $206.50. You can further offset the remaining fee with SkillsFuture Credit, PSEA, or NTUC UTAP.
All Singapore Citizens aged 25 and above can use their SkillsFuture Credit to offset the remaining fee after the SSG subsidy — often bringing the out-of-pocket cost down to as little as zero. Our team will guide you through the claim when you register. You can check your balance at myskillsfuture.gov.sg.
Foreigners can attend the course, but government subsidies are mainly available to Singapore Citizens and PRs. Foreigners are welcome to enrol at the full course fee, which may be sponsored by their employer. We recommend confirming your funding eligibility with our team before enrolling.
 No prior experience is needed. You'll need to be at least 18 with a secondary school qualification or higher, and able to listen, read, write and speak English at WPLN Level 2 or equivalent. Applicants who don't meet these may attend an in-house interview for eligibility assessment.
Yes. The WSQ Statement of Attainment is issued by SkillsFuture Singapore and recognised by employers across customer-facing industries in Singapore as evidence of certified service competency.
 You'll receive a WSQ Statement of Attainment (SOA) in Service Excellence issued by SkillsFuture Singapore, stored permanently in your MySkillsFuture portal.
After completing all three BLU modules, you apply for your Security Officer licence through PLRD, and once approved you'll receive your Security ID card. We provide a step-by-step Security Officer Licence application guide to walk you through the documents and process, which is especially helpful for first-time applicants.
 Click "Register Now" to complete the online registration form — it takes less than 3 minutes. Our team will confirm your intake date and funding eligibility, then send payment instructions.
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Join learners who chose Acuity Academy for their WSQ Service Excellence certification. From $136.50 after SSG subsidy. Registration takes 3 minutes.
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