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 CSP 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 CSP pledge to internalize your commitment to service and always remember to project the qualities of a Certified Service Professional.

Benefits of CSP 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 CSP 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 CSP! (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