This course equips trainees with the skills, knowledge and professional attributes to deliver high-quality customer service in aviation, focusing on end-to-end service strategies that enhance the passenger experience. Trainees will learn to assess and bridge service gaps, apply quality management principles, and incorporate sustainable practices in service delivery. Additionally, they will be trained to manage airport lounge operations, ensuring compliance with safety and hygiene standards, and deliver premium service to Commercially Important Person and executive guests, all while adhering to the company’s standard operating procedures and business ethics.
Module 1: Service Experience Design
On completion of this module, trainees should be able to develop, strategise and execute point-to-point customer service experience through service quality. Trainees should be able to assess opportunity and cost in bridging service gaps to enhance customer experience and service delivery.
Module 2: Customer Service Quality & Management System
On completion of this module, trainees should be able to apply the concepts of quality management systems to perform and manage work process for quality customer service delivery. The trainees will also be equipped with knowledge of sustainability practices to carry out corporate social responsibility and business ethics within the service work processes.
Module 3: Airport Lounge Management
On completion of this module, trainees should be able to observe company standard operations procedures to provide orientation and deliver premium service to guests visiting the lounge. They should also be able to manage the food and beverage operations at the lounge in compliance with safety and hygiene standards. In addition, they should be able to help manage the different sections of Commercially Important Person and Executive lounges.
| | Course Fee (before GST) |
| Full Fee | $5,360 |
| Singapore Citizens or PR | $1,608 |
| Singapore Citizens 40 years old and above | $536 |
| Singapore Citizens with greater needs* | $268 |
*Course Fees are pending SSG's confirmation
*Additional course fee funding support of up to 95% of course fees for jobseekers with greater needs. Individuals must be Singapore Citizens and meet one of following eligibility criteria:
- Long-term unemployed individuals (unemployed for six months or more); or
- Individuals in need of financial assistance – ComCare, Short-to-Medium Term Assistance (SMTA) recipients or Workfare Income Supplement (WIS) recipients; or
- Persons with Disabilities
Fee for this course can be paid using SkillsFuture Credits.
Please visit www.skillsfuture.sg/credit for more information.
Training Schedule
Apply Now