Service Excellence
Service Excellence
Service Excellence
Classes run from 9am up until 6pm. Trainees are required to be at ACI by 8.45am.
You will be re-directed to Skills Training & Enhancement Portal (STEP)* to sign up for ACI courses using your SingPass.
In STEP, please ensure that you SUBMIT your course application. Otherwise, ACI will not know you have applied. To learn more, click here: ENSURE SUBMISSION IN STEP
| Please note that STEP will be down for overnight maintenance every Friday night from 11pm to the next day Saturday 10am. |
For course enquiries, please contact Kenny at 64173041 or kenny_yu@aci.edu.sg.
TGS-2023019354 Critical Core Skills (CCS)
This course aims to help working professionals better understand customer needs and deliver an effective customer experience to achieve service excellence.
The content covered will greatly support the Critical Core Skills (CCS) objective of enabling learners to be equipped with the mindset to go the extra mile in providing excellent service, identifying gaps in service areas and able to propose appropriate service recovery interventions.
This course is designed to incorporate several instructional strategies to allow learners to make meaningful connections between concepts learned in class versus real-life situations. The learning modes and activities offer opportunities for learners to demonstrate their attained knowledge and show their abilities acquired in this course.
Service Excellence
The course content includes:
1. Factors that contribute to Service Excellence
2. Identifying different types of Customers
3. Customer Needs Analysis
4. Identifying service gaps and methods of Service Recovery
5. Achieving Service Excellence through one's behaviour, responses, identifying customer's issues, improving service standards, exceeding customer's expectations and maintaining relationships with customers.
No intakes available
Please check back later.
Classes run from 9am up until 6pm. Trainees are required to be at ACI by 8.45am.
You will be re-directed to Skills Training & Enhancement Portal (STEP)* to sign up for ACI courses using your SingPass.
In STEP, please ensure that you SUBMIT your course application. Otherwise, ACI will not know you have applied. To learn more, click here: ENSURE SUBMISSION IN STEP
| Please note that STEP will be down for overnight maintenance every Friday night from 11pm to the next day Saturday 10am. |
| Payments made ON / AFTER 1 January 2024, GST charged at 9% 2024年1月1号起付费，消费税 9%: | ||
| S’porean & PR 新加坡公民 | Non-S’porean 非新加坡公民 | |
| Programme Fee 全额课程费用 | $580.00 | $580.00 |
| Less 70% SSG Subsidy SSG 70% 补贴 | $406.00 | N.A. |
| Nett Course Fee 净课程费用 | $174.00 | $580.00 |
| GST rate 消费税 | 9% | 9% |
| Add GST charge 附加消费税 | $15.66 | $52.20 |
| Payable Course Fees | $189.66 | $632.20 |
| For all SME staff, and non-SME S'porean staff aged 40 & above. 新加坡公民40岁或以上 | ||
| Additional funding of Programme Fee - 20% ETSS for all SME-sponsored staff - 20% MCES for non-SME S'porean staff above 40y.o. 额外补贴 | $116.00 | |
| Payable Course Fees 应付课程费用 | $73.66 | |
Payment accepted via 可通过以下方式付款支付学费：
- SkillsFuture Credits (SFC), for Singaporeans aged 25 and above 未来技能培训补助金 （新加坡公民25岁以上）
- eNETS (e-payment)
- Credit card (e-payment)
- Debit card (e-payment)
- PayNow (e-payment)
- Bank Transfer
SkillsFuture Singapore (SSG) Subsidy
精深技能发展局（SSG）津贴
- Enjoy up to 50% SSG subsidy for all Singaporeans and PRs aged 21 and above
所有21岁及以上的新加坡人和永久居民可享有高达50%的SSG津贴
Mid Career Enhanced Subsidy (MCES) / Enhanced Training Support for SMEs (ETSS) Subsidy
中途转业者津贴（MCES）/ 加强中小企业员工培训计划（ETSS）津贴
- Eligible for Singaporeans aged 40 years old and above
适用于40岁或以上的新加坡人
- Enjoy up to 70% SSG subsidy
享有高达70% SSG津贴
SkillsFuture Credit (SFC)
未来技能培训补助 (SFC)
- For Self-Sponsored Individuals only
仅限自行资助的个人
- All Singaporeans aged 25 and above will receive an opening credit of S$500 from January 2016.
所有年龄在25岁及以上的新加坡人将从2016年1月起获得500新元的开户积分。
- You may utilise your SkillsFuture Credit to offset the course fee payable after subsidy/funding.
您可利用未来技能培训补助，抵消扣除津贴/资助后的课程费用。
YOUNGSTERS/STUDENTS STILL STUDYING IN MOE INSTITUTIONS ARE ENTITLED TO COURSE FEE SUBSIDIES FROM SSG ONLY IF THEY INTEND TO JOIN THE F&B INDUSTRY.
Entry Requirements:
ACI does not accept trainees under 16 years of age. For beverage (alcohol) classes, there is a minimum age of 21 years of age.
Education : Lower Secondary or WPLN 4
Language : Basic Proficiency in Written and Spoken (English / Mandarin)
- Trainees are required to clean up the kitchen after class.
- Attendance is required for all WSQ Courses.
- There will be written and practical assessments for all WSQ Courses.
入学要求：
ACI 不录取 16 岁以下的学员。 对于饮料（酒精）课程，最低年龄为 21 岁。
教育程度：初中或 WPLN 4
语言：基本的书写和口语能力（英语/中文）
- 学员需要在课后清理厨房。
- 所有 WSQ 课程均要求出勤。
- 所有 WSQ 课程都将进行书面和实践评估。
All our courses are full days and requires standing in the kitchen the entire time. ACI 所有课程都是全天的，并且需要全程站在厨房里。
Please note that our kitchens are designed to accommodate 24 Trainees with 3 Trainees sharing one work-station. With relaxation of Covid measures, we have reverted to conducting classes at full capacity of 24 pax. 请注意本学院的厨房可容纳 24 名学员。其中 3 名学员共用一个工作站。随着 Covid-19 措施的放松，本学院已恢复为 24 名学员上课。
ACI reserves the right to amend, revise or withdraw the items featured due to products availability. Photo for illustration purpose only. ACI 保留根据产品供应情况修改、修订或撤回所展示商品的权利。照片仅供参考。
ACI reserves the right to amend, revise or withdraw the items featured due to products availability. Photo for illustration purpose only. ACI 保留根据产品供应情况修改、修订或撤回所展示商品的权利。照片仅供参考。
Please take note of the following on the eligibility of the funding: 请注意以下有关资助资格的规定：
- Trainees must attain a minimum attendance of 75% in the course; and 学员必须达到课程出勤率至少 75%；
- Attempt all assessment(s) and be certified competent 完成所有评估并获得合格认证
Failing which the trainee will be liable to forfeit the grant and bear the full course fees. 否则，学员将被没收资助并承担全部课程费用。
REFUND POLICY FOR WITHDRAWAL (Effective March 2024 when registrations are via STEP system)
Period of Withdrawal^ | Refund Policy |
Withdrawal 14 days or more before course starts. | 100% refund of paid fees |
Withdraw from course less than 14 days before course starts. | 50% refund of paid fees |
Withdrawal on or after course starts. | No refund of paid fees |
^The date of withdrawal will be based on the date the request for withdrawal is lodged by the trainee.
By accepting our offer within the stipulated deadline, you confirm your intention to enrol in the course. Please be aware that upon acceptance of offer, you are liable to pay the course fee as detailed in the invoice. 在规定的期限内接受我们的录取通知书，即表示您确认报名该课程的意图。请注意：接受录取后，您将有责任支付发票中详细说明的课程费用。
Absent with valid reason
Should a valid Leave of Absence is approved, trainee is strongly encouraged to secure a replacement class and complete the course by 31 December 2024. For a trainee who is unable to meet this deadline, please note that effective from 1 January 2025, a replacement class is only available under any of the WSQ Modular or SkillsFuture Only Pathway courses. For SkillsFuture Only Pathway courses, trainee will be eligible to tap on SkillsFuture Credit without the benefit of a course fee grant.
Absent without valid reason
Trainee who are absent WITHOUT valid reason will have the paid course fee forfeited and not allowed to attend day 2 and 3 of the course (if any). Initial claims for the payable course fee from SkillsFuture Credit (SFC) or Post-Secondary Education Account (PSEA) cannot be processed and trainee will be liable to pay for this amount of payable course fee with other payment modes. Please note that STEP system will not allow trainee to apply for further courses until this amount is paid.
ACI reserves the right to assess/reject Leave of Absence reasons that are not relevant to the course missed (e.g. internet service disruption does not affect kitchen classes in person).