Service Excellence


The Service Excellence Competency Framework (SV CF) provides a whole-of-company capability development roadmap for organisations, so companies can create and define their desired service experience.

The SV CF advocates the adoption of an ‘inside-out’ and ‘outside-in’ approach to sustaining service excellence. It focuses on six capability areas: leadership, planning and process, people, customer experience, information and results, and service innovation.

The SV CF also aims to professionalise service careers through a Workforce Skills Qualifications (WSQ) pathway. It has 34 competencies that may be used as training guides to build the organisation’s capability in service excellence. The SV CF also features non-WSQ programmes that aim to impart the latest trends in service excellence to C-level executives.

For an overview of the SV CF, click here  -> The Service Excellence Competency Framework Competency Map

For an overview of the Service Excellence WSQ Qualifications Pathway, click here -> The Road Map to Service Excellence WSQ Qualifications

Service Excellence

  Level 6 – Non-WSQ Modules for C-Suite Executives

  Level 5 – WSQ Specialist Diploma in Service Leadership

  Level 4 – WSQ Diploma in Service Leadership

  Level 3 – WSQ Advanced Certificate in Service Excellence

  Level 1 – WSQ Certificate in Service Excellence


Transition Advice for Training Providers

From 1 April 2019, the Service Excellence Competency Framework (SVCF) will be transited to the Skills Framework construct. Each SVCF Competency Standard (CS)/Skills Standard (SS) is mapped to a Technical Skills and Competencies (TSC) at appropriate proficiency level. Existing SVCF qualifications’ titles and module bundling will be retained. 

For more information, please refer to the following documents:


WSQ Certified Service Professional

1.     Overview

The WSQ Certified Service Professional (CSP) Programme is a national WSQ service training programme developed to professionalise the service profession by equipping workers with a positive mindset, and enabling them to develop a mastery of service skills set. The programme also serves as a foundational training programme for organisations in their journey towards service excellence.

Following the successful completion of the WSQ CSP Programme, learners will receive a Composite Statement of Attainment (SOA) in the following Competency Standards under the SV CF:

  • Provide Go-the-Extra-Mile for Service
  • Project a Positive and Professional Image
  • Respond to Service Challenges

Learners can also leverage on the CSP Composite SOA to attain the WSQ Certificate in Service Excellence by completing additional modules required for the said qualification.

With the transition of SV CF, the WSQ CSP Programme will be discontinued come 1 October 2020. All runs of the WSQ CSP Programme must conclude by 30 September 2020.

Individuals who wish to attain the CSP are advised to check with the respective training providers for advice on completing all three modules by 30 Sep 2020.

2.     Key Features

The key features of the WSQ CSP Programme are:

‘REAL’ Reality Check

Mystery shopping has been incorporated in the programme to enable trainees to observe and analyse real-life customer service interactions outside of the classroom.


Trainees ‘pause and check’, reflect on their learning, and share their insights. Through this, trainees can leverage on their reflections and peer observations to enhance their performance.


There is ‘gap’ (of up to a week) between the penultimate and last day of training, to allow trainees to apply the concepts learnt at their workplace.  Upon their return to training, they will share their successes and challenges in applying the concepts learnt at work.

CSP Pledge

A CSP Pledge has been incorporated as part of the programme to instil trainees with a sense of pride as service professionals.

3.     Target Audience

The target audience includes professionals working in the services sector or service-related functions.

4.     Programme Structure

There are two tracks for WSQ CSP:

Track 1: E-Learning Track

Track 2: Classroom Facilitated Track

e-Learning (approximately 4 hours)
Classroom facilitated learning (24 hours)

Classroom facilitated learning (32 hours)