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SCTP in Passenger Services (Full-time)(TA-eligible)
ITE College East
Full-time
Business
Transportation
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.
Course duration: 270 hours
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.
What you'll learn
Module 1: Service Experience Design
Develop point-to-point customer service experience solutions
Administer customer service experience solutions
Implement design solutions/ approaches for service gaps
Module 2: Customer Service Quality & Management System
Deliver quality customer service
Manage quality customer service work processes
Assess service quality performance
Implement corporate social responsibility (CSR) and business ethics strategies
Module 3: Airport Lounge Management
Handle arrival and departure of lounge guest
Assist to manage lounge service operations
Manage lounge food and beverage operations
Entry requirements
At least 21 years old
Self-sponsored learners
Subject to a screening process to assess suitability for the course
Fees
Fee for this course can be paid using SkillsFuture Credits.
This course is eligible for SkillsFuture Mid-Career Training Allowance, please visit SSG's page for more information.
Please visit www.skillsfuture.sg/careertransition for more information.
Course fees before GST for different groups of Singapore Citizens and Permanent Residents.
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 |
*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 the following eligibility criteria:
| |
Register Interest: At present, there is no scheduled intake. Applicants who have registered their interest will be notified once the next intake becomes available.
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