Service Excellence for Community Care Sector for Frontline/Operations Level (Basic)

Service Excellence for Community Care Sector for Frontline/Operations Level (Basic)


Course Overview


Customer service in a healthcare environment is critical to the viability of any healthcare related organization. Continued competition for visitors has made customer service programme a necessity to attract and retain visitors. Furthermore, customer service in a healthcare-related environment has its own set of challenges in providing healthcare services and patient satisfaction.

This course will equip participants the skills and strategies to deliver high level of customer service and go the extra mile for the customer.



At the end of the course, participants will be able to deliver a high level of customer service to their stakeholders.



  1. Use effective communications – how to converse and engage with our Patients, the Patient’s family members and relatives more effectively, and how to build positive relationships with them;
    • First and Last Impression
    • Customers’ Needs vs Expectations
    • Go the Extra Mile in Service
  1. Use the appropriate tone and manner in different communication situations (e.g. communication over the telephone and email);
    • Communication and Listening Skills
  1. Manage and overcome challenging situations or conflicts effectively –paying attention also to cultural sensitivities
    • Understanding the 4 Customer Types
    • Show Your Best Abilities


Please Note:

A minimum of 75% attendance will be required for you to complete the programme and receive your certificate.

Target Participants

For all Healthcare Frontline and back end Operational as service excellence needs to permeate through the whole organisation for a culture of service excellence to be developed.

Course Details

Date/ Time

7th March 2024

6th June 2024

29th August 2024

Time: 9:00 AM to 5:30 PM


Kwong Wai Shiu Hospital

705 Serangoon Road

Singapore 328127

Course Trainers

KWSH is delivering the course in partnership with the Parkway College

Mr Jahangeer Jamaludden

Director, Parkway College of Nursing & Allied Health

Mr Jahangeer Jamaludden is the director of Parkway College of Nursing & Allied Health Pte Ltd. He is specialised in organisational development and organisational’s training needs. He has conducted several corporate training programmes (eg. Career Planning and Coaching, Interviewing Skills, First Line Management, Teambuilding and Customer Service) in Singapore, Malaysia, Vietnam, Abu Dhabi, China and Kazakhstan

He also develops and conducts in-house programmes on leadership, teambuilding, customer service and other quality related training programmes. Jahan works closely with Skillsfuture Singapore to implement competency based learning and assessment for organization.

Course Fees: $312.52 (excluding GST)

Prevailing course fee subsidy at 90% for Singaporeans/ PRs and 45% for foreign staff working in eligible community care organisations.

Please register for the course via AIC Learning Management System (LMS 2.0).

Contact us:

(65) 6422-1300