Great customer service is no accident — it is built on a system of listening to customers, understanding what they actually need, and consistently turning feedback into action. Uplifting Customer Service is a 1-day WSQ-accredited workshop that gives your frontline and support teams that exact system.
You will learn how to gather authentic customer feedback, interpret it to uncover the unspoken needs behind it, and translate insight into measurable service improvements that customers and colleagues both feel.
What You Will Learn
- Gather authentic customer feedback through the right channels
- Interpret feedback to uncover unvoiced customer needs and pain points
- Apply communication principles that build trust and clarity
- Convert feedback into actionable, measurable service improvements
- Sustain improvements and align team culture with customer expectations
Course Outline
Module 1: Customer Feedback Data Collection
- Identifying internal and external customers
- Understanding why service culture matters
- Selecting feedback channels — surveys, focus groups, forms, live interactions
- Planning and executing data collection in practice
Module 2: Customer Feedback Analysis
- Organising and interpreting feedback using digital tools
- Identifying themes, trends and pain points
- Prioritising what matters — separating signal from noise
- Translating raw feedback into clear customer needs and service gaps
Module 3: From Feedback to Improvement & Communication
- The 6 Cs of service communication: clarity, conciseness, correctness, completeness, consideration, active listening
- Designing improvements — faster response times, consistent service, jargon-free language
- Sustaining improvements and aligning team culture with customer expectations
Who Should Attend
Frontline service representatives (retail, hospitality, support); supervisors and team leads overseeing service quality; internal-service departments (HR, IT, Admin); CX, service-excellence and operations professionals; and anyone responsible for gathering or acting on customer feedback. Basic customer-interaction experience required; no technical or data-analysis background needed.
Course Details
- Duration: 1 full day
- Hours: 8:45 am – 5:45 pm
- Certification: SSG Statement of Attainment (SOA) on successful completion
WSQ Funding & Subsidies — How You Can Save
This is a fully WSQ-accredited course, so a significant portion of the fees can be offset through SkillsFuture Singapore (SSG) funding and other government schemes.
- Up to 70% WSQ Funding from SkillsFuture Singapore (SSG) — for Singapore Citizens and Permanent Residents.
- SkillsFuture Enterprise Credit (SFEC) — eligible employers can claim up to S$10,000 to cover out-of-pocket course fees.
- Absentee Payroll (AP) Funding — companies sponsoring staff are reimbursed for hourly basic salary while the employee attends training.
- SkillsFuture Credit — individuals can use their personal SkillsFuture Credit to offset the nett fee.
- UTAP for NTUC Members — claim up to S$250 per year (or S$500/year if aged 40 and above) on top of WSQ funding.
Final nett fees depend on your citizenship, age, and company eligibility. Contact us for a personalised funding quote.
Enrol & Schedule
Public classes run on weekdays and weekends, 8:45 am to 5:45 pm. Customised in-house corporate runs are also available — see our corporate training page.
Ready to register? Visit our enrolment partner: View dates & enrol →
Or contact us for a customised quote, group bookings, or in-house delivery at your office.