Course Description

The WSQ Design the Desired Customer Experience short course takes a deeper analytical approach to not only understanding the importance of customer experience but also how to innovate and design the customer experience in the Food and Beverage industry. This is a course designed for management associates working in the food services industry. We explore best practices, problem solving and opportunities for innovative work practices throughout this fun and interactive course. If you would like to work in a people focused, enjoyable industry and love the world of food services then this course is for you.


TGS- 2022014380


1-07-2022 to 30-06-2024


  • Learn from experienced tourism professionals, who are all experienced in the Tourism & Hospitality industry
  • Engage in in-depth discussions with other participants from a diverse range of industry backgrounds, and develop practical strategies for industry success
  • Experience the Angliss way of learning, where classes are brought to life through field trips, guest speakers and some fun along the way.
  • Become a William Angliss Alumni member with access to leading industry contacts and events


Course Intake

2023 Class Dates: 15 May & 30 May


Full Time – 2.5 weeks (8 Hours / 2 per week)

Part Time - 5.5 Weeks (4 Hours / 2 per week)

Course Mode

Instruction may include lectures, discussions, excursions, guest speakers, demonstrations, case-studies, practical exercises and activities.

Course Hours

Classroom Facilitated Training – 25 hours

Practical Training – 16 hours

Assessment – 2 hours


  • Develop methods to collect customer intelligence and interpret the desired customer experience based on them.
  • Determine the elements of desired customer experience to align with the organization's vision, mission, value statements that will form the service operations.
  • To determine and develop appropriate methods to evaluate the influence on the expected customer experience.

Course Structure

The training hours listed above do not include assessment hours/ nominal face-to-face assessment hours for all units are approximately 2 hours, with additional assessment preparation required outside of class time.


Competency-Based Assessment for this short course may include Written Assessment and Practical Presentation.


Attendance for WSQ Courses
Students are required to maintain a class attendance of 75% and above.

Unit Competency
Achieve 'Competent' for all units


Upon successful completion of this WSQ short course, trainees will receive a WSQ Design the Desired Customer Experience certificate.


Academic requirements

  • Minimum 21 years old and above.
  • Completed a GCE N levels with at least 2 passes, including English and Mathematics or
  • WSQ ES Workplace Literacy and Numeracy(WPLN)
  • WPLN proficiency Level 5 or
  • Completed a Diploma in Tourism/Hospitality/F&B/Catering or another Service sector.
  • Other qualifications may be reviewed on a case-to-case basis during the application

Industry experience

Where possible, or in the absence of suitable academic requirements, applicants with a demonstrated attitude and skills and knowledge developed through industry experience of min. 2 year may be suitable. Industries include Tourism, Hospitality, Food and Beverage, Catering and other Services.

English language proficiency

  • Applicants must have a good command of written and spoken English, GCE N Level pass in English or equivalent OR WSQ WPLN Level or substantial work experience where the professional language used was English. An interview to ascertain proficiency may be used instead of these qualifications.
  • Suitability to industry demonstrated through attitude and knowledge of Tourism, Hospitality, Food and Beverage, Catering or other Services industries.
  • Interest and passion in the Tourism, Hospitality, Food and Beverage or Catering Services industry
  • Singapore Citizens, Permanent Residents and Work Pass holders in Singapore are eligible to apply for the WSQ Design the Desired Customer Experience short course


Other charges

  • Fee Protection Insurance: Payable on 1% of nett course fee before GST.
  • Subject to eligibility terms and conditions. Please contact Student Services for further information.
  • Funding is subject to SSG's prevailing corporate policies and final approval.
  • This fee table represents a common funding scenario of 50% funding. Please note that individual students may have differing funding approvals i.e. 50-70%.

Full course fee

Full course fee $1,320.00
Grant $0.00
Total Nett Fee $1,320.00
GST(X Net Course Fee) $105.60

$S 1,425.60

Singaporean 21-39 years old (50% funding)

Full course fee $1,320.00 
Grant $660.00
Total Nett Fee $660.00
GST(X Net Course Fee) $52.80

$S 712.80

Singaporean 40 Yrs old and above (70% funding)

Full course fee $1,320.00 
Grant $924.00 
Total Nett Fee $396.00 
GST(X Net Course Fee) $31.68 

$S 427.68

Government Subsidies

SkillsFuture Mid-Career Enhanced Subsidy

SkillsFuture Credit



Workfare Skills Scheme (WSS)

Singapore Citizens aged ≥ 40 years old - up to 70% of course fees. Offset against nett course fee - applied for by student before start of course. Funds in Post-Secondary Education Accounts (PSEA) may be able to be used to pay for approved programmes. This funding will offset against the nett course fee at the commencement of the course. NTUC members may enjoy up to 50%** unfunded nett course fee support of up to $250 each year for courses supported under UTAP. Self sponsored Trainees may receive $6.00 per training hour, capped at 180 hours if their gross income is not more than $2,300.00 per month. Trainees may apply for this funding themselves once course has been fully completed. All nett course fees are payable before the commencement of the course. Other terms and conditions apply.