Creating an unforgettable Customer Experience (Service Excellence, SF-Associate)

Course Overview


Words and actions can be overlooked, but the feelings conveyed will be remembered.


Although more customers are doing their shopping online, the human element remains an integral part of delivering amazing customer experience. This is especially true for physical stores where frontline retail associates are the major touchpoint between your brand and the customers. Therefore, it is important for them to provide a differentiated in-store experience by cultivating greater empathy to deepen connection and acquiring the know-how to project favourable brand perception during customer interactions. Keep your business going strong by attracting and retaining loyal customers to your stores through unforgettable experience curated for them.


What will I learn?

  • Develop a service mindset
  • Provide an unforgettable in-store service/customer experience
  • Recognise how a great in-store service has a positive impact on the brand
  • Beyond the basics: Ways to deliver exemplary service
  • Understand customer needs and expectations
  • Serve different customer needs and expectations
  • Serve different types of customers
  • Develop empathy and connection



Receive a Workforce Skills Qualification (WSQ) Statement of Attainment (SOA) from the SkillFuture Singapore (SSG) upon completion.


To register, click here.


Course Fees
Full Course Fee (100% of course fee): S$440
Funding for Singaporeans/Singapore PR/Enhanced Training Support for SMEs (ETSS)
90% funding for Singaporean/Singapore PR: S$396
Nett Course Fee: S$44.00
Prevailing GST (7% of nett course fee): S$3.08
Total Nett Course Fee Payable, including GST: S$47.08

Entry Requirements
  • GCE 'N' level Credit (at least C5) in English and Mathematics or Workplace Literacy and Numeracy (WPLN) score: Level 4 for Reading, Listening and Numeracy, and
  • With at least 1 year working experience in retail or 2 years in non-retail sector


Training Duration
2 days, 15 hours
  • Day 1: 9am to 5pm
  • Day 2: 9am to 6pm


Other Information
To register, click here.
Please note that we need a minimum number of applicants to start a class.
SIRS reserves the rights to vary or change the schedules or any information herein based on operational needs.
Training Venue
Singapore Institute of Retail Studies (SIRS)
11 Eunos Road 8
Lifelong Learning Institute
Lift Lobby B, #08-04
Singapore 408601
MRT: Paya Lebar
Tel: 6222 7477


* Click here to view and download brochure.