Singapore Institute of Retail Studies

Certificate In Retail Operations


Advanced Certificate In Retail Supervision


Diploma In Retail Management


Certified Service Professional / Retail Certified Service Professional


The Service Innovator Programme


Service Excellence Programme


Retail Productivity Programmes


Productivity Manager Programme (Retail)

About Certified Service Professional

The Certified Service Professional Programme is a professional training programme initiated and driven by the Singapore Workforce Development Agency (WDA). The programme aims to train our workforce in portable service skills and to inculcate in them the right service mindset to enhance their employability in the tourism and service sector.

The Certified Service Professional Programme is a 5-day interactive programme run in a fun and interesting way.


In this programme, the environment for learning is complete with realistic mock-up settings, exposure to common industry practices (such as “Roll Call”) and hands-on activities to offer learners excellent experiential learning & immersion in a simulated service environment.

You will be transformed in these five days into an excellent service professional that you will find highly value added to get you into any segment of the service or retail industry.

The program prepares you for a mindset change and prepares you for an exciting career in the tourism, retail, hospitality & services sectors.

5 Distinctive Features of Certified Service Professional Program:
  • Develop a service mindset
    Explore new ways to see things and develop a positive mindset towards service.
  • Intensive experiential learning
    A fun way of learning and you will never be bored. It is not a typical classroom teacher centric learning. We will create a lively bootcamp-style learning environment and format with service-in-action activities such as appointment of service hosts and banquet teams. For eg. you can experience first-hand the joy and challenges of a service role, or gain a better understanding of industry practices such as “Roll Call”.
  • Employment relevance
    Learn from real-life companies through case studies. Meet award-winning service providers and staff and benefit from their real-life perspectives and experiences.
  • Recognised qualifications
    Undergo formal assessment aligned to Service Excellence WSQ course. You will be assessed based on behaviour in class and participation in activities throughout the course.
  • Commitment to service excellence
    Recite the Certified Service Professional pledge to internalize your commitment to service and always remember to project the qualities of a Certified Service Professional.
Benefits of Certified Service Professional Program :
  • Learn & be transformed with a brand new mindset to embark on a career in the booming Tourism & Services Industry!
  • As a Certified Service Professional, you are distinguished, differentiated & recognized from the other huge numbers of job seekers in the market with unique abilities.
  • You are also well-positioned & job-ready for the multitude of job opportunities available in the upcoming service sector jobs in Integrated Resorts & other new retail & hospitality establishments!
  • Graduate with a nationally recognised Service Excellence WSQ qualification – the mark of a well regarded Certified Service Professional!
  • Graduates of the Certified Service Professional Program will also receive a personalised Ez•Link card bearing his/her name and with the 10 qualities of a Certified Service Professional printed on the reverse – a daily reminder of your achievement & commitment to being a Certified Service Professional! (only available at SIRS)
The 5-day programme aims to:
  • Develop in learners positive service mindset
  • Engage and expose learners to realistic service environments
  • Showcase employers and real life service professionals so that learners can benefit from their perspective and experiences
  • Enhance competitiveness of participants to enhance employability in the retail industry
Course Overview:

Key Objective Key Topics
1. Develop the mindset & passion of an excellent service professional
  • Think like a service professional
  • Get ready to create memorable moments
  • Put up a great show
2. Know your products, customers and organisation
  • Know your products and services
  • Know your customer requirements
  • Know your organisation's systems and standards
3. Make every encounter a GEMS moment
  • Deliver the 10 GEMS
  • Go the extra mile
  • Handle service breakdowns & recovery
4. Work with your colleagues to delight customers
  • Resolve team problems
  • Communicate with team members
5. Invite your customers to come back
  • Build customer loyalty
  • Utilise customer records
6. Keep improving your service
  • Seek customer feedback & improve service



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