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WSQ Provide GEMS Services

Course Objectives

This course is a program that provides the workforce in various industries with the essential skills and techniques to bring the world class customer service culture into the organization. The GEMS (Go-the-Extra-Mile for Service) focus on the importance of having the right service mindset and how extra mile service benefits the individual as well as the organization. Participants will also gain confidence in serving their customers by identifying customer needs, applying effective communication techniques and understanding the types of service behaviors that that truly make an exceptional difference to the customer.

 Who should attend

  • Frontline service staff in service related industries
  • Backroom staff with functional responsibilities with internal customers


Participants must be able to understand and communicate at least in Simple English
(equivalent to English Literacy [CAT] Level 2)

Course Duration

16 hours / Full Time

Course Outline

  1. Prepare for extra mile service
  • Activity - My Service Experience
  • Who are the Internal and External Customers
  • Profile of a Good Service Professional
  • What is GEMS (Go the Extra Mile) Service?
  • What are the 10 GEMS?
  • Activity – Benefits for Going the Extra Mile
  • Benefits for Me (for going that extra mile)
  • Cycle of Satisfaction
  • Learning Activity - What Is My Service Role?
  • Learning Activity - What Is My Service Role?
  • Pillars of Service Excellence - Product, Process, People
  • Making the First Impression
  • Learning Activity - What Would The Customer Think?
  • Ways of Projecting Confidence
  • Learning Activity – What Does The Customer Want?

2.    Go beyond first impression

  •  Moment of Truth (MOT)
  • Acknowledge Customer Presence
  • Give Customer Undivided Attention
  • Verbal Communication
  • Communication Techniques
  • Learning Activity – Barriers Preventing Effective Communication
  • Negative Words That We Hear Around Us
  • Customer-friendly Language
  • Role Play Activity
  • Sharing Knowledge of Products & Services
  • “Special Needs” Customer

3.   Go the extra mile interactions

  • Learning Activity -The Wow Service
  • Meet Customer’s Needs
  • How do Customers Show Frustration
  • Techniques To Remain Calm And Professional
  • Service Recovery
  • Review Process
  • Learning Activity – Limits Of Authority & Feedback
  • Sending Off Customers
  • My Commitment

Medium of Instruction & Trainer : Trainee Ratio


Trainer : Trainee Ratio is 1:20

Mode of Assessment

  • Presentation
  • Discussion
  • Oral questioning
  • Demonstration

Certification Obtained and Conferred by

Those who have successfully demonstrated competence in all the knowledge and skills requirements in this training and assessment package will be awarded with a Statement of Attainment (SOA) awarded by WDA.


Price Type
 Without GST
 With GST
Price per pax before WDA funding (Singaporean / PR)
Price per pax after WDA funding (Singaporean / PR)

WTS Funding is also applicable for eligible Singaporeans.  For more information, please email us at