This module is designed to build a customer service knowledge base as part of organizational resources.

Upon completion of this unit, participants will be able to apply them at the workplace which include:

  1. Classify customer information collected through customer contact using appropriate techniques while complying with PDPA requirements.
  2. Identify frequently asked questions using appropriate techniques.
  3. Contributes ideas and responses to customers queries and requests.
  4. Leverage and analyze on customer service knowledge base to inform the new innovative product and/or service.
Course Information


9am to 6pm


Marina Square, 
6 Raffles Boulevard, 
Singapore 039594


17 Hours
(Including Assessment)

Course Fee(s):

$490.50 (GST Included)
Singaporeans 40 above – $175.50
Singaporeans 40 below or PR – $265.50

Course Details

  1. Have a basic understanding of the organisation’s product and service offering in F&B
  2. Have a basic understanding of the organization’s structure, standard operating procedures and guidelines on F&B service
  3. Be able to speak, listen and read English at a proficiency level not lower than the Employability Skills Workforce Skills Qualification (ES WSQ) Workplace Literacy (WPL) Level 3
  4. One year working experience preferred at the F&B or Hospitality sector
  5. Basic knowledge on the legislative requirements on the F&B or Hospitality

We use a number of experiential methods of learning in this module:

    • Mini Lecture
    • Class Activities
    • Group Discussions
    • Reflection
    • Case studies
    • Presentations
    • Brainstorming

Participants are required to undertake assessments which may take the form of:

  • Project Presentation
  • Oral Questioning