Senior Advisor, CCIS
Director Of Cybersecurity, NTU
ANDEED MA
WSQ Championing Service Leadership in the Age of AI
WSQ Level 3 (2-Day Masterclass)
Course Overview
Through a blend of leadership development and digital capability-building, this course equips learners to model organisational values, inspire frontline teams, and deliver exceptional customer service using AI-enabled tools.
Whether you’re supporting newly hired staff, addressing rising service demands, or adapting to tech-savvy guest expectations, this course offers practical strategies, workplace-relevant tools, and leadership behaviours that create real impact.
This course is designed for team leaders, supervisors, and middle managers in the hospitality and service industries who want to strengthen their ability to lead service teams with confidence and agility in this AI age.
Learning Outcomes
The following are the learning outcomes:
1. Deliver Modern Customer Expectations : Balance AI and automation with human touch to deliver consistent, high-quality service.
2.Develop Strong Service Leaders : Align Service leaders with practical skills to lead teams with company Vision and Mission and Values.
3. Boost Engagement & Retention : Create positive team culture that improves morale, performance, and staff retention.
4. Lead in the Age of AI: Integrate digital tools and AI effectively—while keeping human touch and leadership as your edge
Workshop Content
At the end of this course, learners will be to do the following:
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LO1: Encourage the team to deliver excellent service using appropriate motivation methods
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LO2: Demonstrate role model behaviours that align with the organisation’s vision, mission, and values
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LO3: Promote a customer-centric culture through service practices and digital tools
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LO4: Monitor the performance of self and team using data-driven and empathetic coaching methods.
Intended Audience
This course is designed the following target Audience:-
• Team Leaders / Supervisors in Front Line Services
• Asst Managers / Managers: service function leadership.
• Newly aspiring Customer Service Supervisor
• HR Business Partners: Internal Customer Service trainers
Workshop Methodology
This interactive workshop will be conducted with a good blend of instruction, discussions, practical case studies and learning activities.
Workshop Duration: 2 Days
Duration – 2-day Course ; No of Hours – 16 hours;
Min Pax size is 12 pax ( For Corporate Class)
Workshop Cost After SSG Subsidies
SSG course subsidy validity period: [24-02-2026 to 23-02-2028]
N/B – SkillsFuture Singapore (SSG) extends $4.50 per hour absenteeism payroll to all SME and
Companies from 1st Jan 2022 onwards. This course is available from 7th May 2026 onwards by
STEVENSON HURECA PTE. LTD. [UEN: 200507404M].
Download Brochure
Pre-requisites
Prior to attending this course, you should:
Be able to read, write, speak and understand Basic English with keen interest to acquire new knowledge and willingness to learn a new skill.
Be comfortable working in teams and engaging in positive discussions.
Min GCE O’ level and above.
WHAT PEOPLE SAY
“Steven is very knowledgeable and I learned much from the course. A very experienced and steady trainer. He is very inclusive in his management style of students with different learning levels. He is patient and shares his knowledge passionately. I enjoyed being taught by him.”
— Mr Wong F C, An Accountant