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Retail Skills Framework

Deliver Personalised Service

Full Course Fee
Company Sponsored SME
*After funding for Singaporeans & PRs)
Company Sponsored Non-SME
*After funding for Singaporeans & PRs)

What you will achieve

  • Demonstrate the qualities and characteristics of service professionals
  • Create positive customer experiences by offering customised and personalised service
  • Escalate areas of improvement in order to enhance customer’s experience
  • Practice correct grooming and display a professional image in order to build confidence and project a positive image of their establishment
  • Portray a positive and customer-orientated mind-set to impress and ‘wow’ their customers in day-to-day interactions


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.

Who should attend

  • Customer-facing Staff
  • Customer Service Representatives
  • Call Centre Officers
  • Store Advisors
  • Service Crew

Methods of Learning

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

  • Mini-lectures
  • Experiential learning with practical role-plays
  • Exercises and case studies
  • Real life examples and group discussions
  • Games


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

  • Role-plays
  • Oral questions
  • Written assessment

What you will take away with

Trainees who have successfully demonstrated competence in all the knowledge and skills requirements in this programme will be awarded with 2 Statement of Attainments (SOAs) by SkillsFuture Singapore (SSG).

  1. Provide Go-the Extra-Mile Service
  2. Project a Positive and Professional Image
Course Dates
  • 21 & 22 Feb 2022 (9:00am to 6:00pm)
  • 20 & 21 Jun 2022 (9:00am to 6:00pm)
    2 days (16 hrs)
    Online or In-Person
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Retail Skills Framework Modules

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