Customer Service Excellence in F&B (Level 1)

Course Fee

• Singapore Citizen/ Permanent Resident of Singapore: $260.00 (Before subsidy and GST)
• Non Singapore Citizen: $260.00 (Before GST)

Course Content/Description
This course is about communicating well with the customers and giving a positive impression to a diverse range of customers in F&B establishments. By doing so, the learners can contribute to a positive customer experience and the likely retention of happy customers.

Course Objectives/Learning Outcomes
At the end of the course, learners will be able to:

• Identify and confirm customers’ expectations and needs.
• Communicate with customers in a way that makes them feel valued and respected.
• Respond promptly to customers’ requests and provide personalized service where possible.
• Identify and act to mitigate triggers in the service environment that may lead to potential service challenges.
• Direct feedback on areas of improvement and unresolved service challenges to the right escalation channels.

Course Duration
1 Day (8 Hours)

Trainer to Learner Ratio
1:20

Mode of Delivery

• Classroom
• Assessment

Assessment

• 10 Minutes Role Play (RP)
• 50 Minutes Written Assessment (WA)

Certification
Upon successful completion of the course and passing all assessments, participant will be awarded with a Statement of Attainment (SOA) by SSG.

Attendance Requirement

• Minimum attendance requirement: 75%
• All learners are strongly encouraged to have full attendance for all classes unless there are unforeseen circumstances, e.g. due to medical reasons where documentary proof can be provided.

Entry Requirements

• Learners should be at least 18 years old
• Leaners must be able to listen, speak, read, and write English at a level equivalent to Workplace Literacy - Level 4 and above
• Learners who do not meet the above requirements will be required to go through a short interview to verify their language and cognitive ability.

Career Opportunities/Job Roles

• Waiter
• Supervisor
• Food or Drink Stall Assistant
• Food Service Counter Attendant
• Receptionist