Under the Service Excellence WSQ, 19 Competency modules have been identified for service staff at the Operations, Supervisory and Managerial levels.

These competencies are also aligned to the SPRING Business Excellence Niche (Service) Standard. The Business Excellence Niche (Service) Standards which assesses an organisation's performance in the six categories of the Business Excellence Framework, namely Leadership, Planning, Information, Customers, Results, People, whilst facilitating benchmarking of its own service management systems and practices.

Some of the competency modules from the Service Excellence WSQ have also been adopted into specific industries' WSQ qualifications such as Retail WSQ, Tourism WSQ, and Security WSQ.

Managerial Modules – 12 units

Lead a Customer Focused Organisation	•          Develop a customer focused strategy. •          Communicate the organisation’s customer service objectives, values and standard to stakeholders. •          Translate customer focused values into desired behaviour. •          Demonstrate and reinforce commitment to customers. •          Evaluate and improve personal customer focused leadership.
Provide a Quality Service Environment	•          Develop a friendly and hospitable service environment and service communication framework that meets customer requirements. •          Develop a healthy and safe service environment. •          Manage the service environment. •          Foster a culture of service excellence in the organisation
Set up and Implement Systems and Strategies that support Service Innovation	•          Set up and implement work practices and procedures to support service innovation. •          Set up and implement management practices to support innovation in a service environment. •          Promote innovation in the organisation. •          Provide information and learning opportunities to foster innovation.
Interpret and Analyse Customer Intelligence	•          Identify the needs and expectations of customer populations to develop customer profiles. •          Communicate customer information to relevant stakeholders. •          Analyse customer intelligence to target product and service improvements.
Develop and Customise Service Offerings	•          Plan, develop and implement improvements to the service range to exceed  customer expectations. •          Monitor and evaluate customer population responses to changes  in service •          Use technology to improve the range and scope of customised service offerings.
Manage High Volume Customer Contact and Communication	•          Manage high volume customer service response. •          Manage high volume customer service delivery. •          Evaluate and continuously improve high volume customer contact and operations.
Manage Service Operations	•          Plan to meet internal and external customer requirements. •          Ensure the delivery of quality service. •          Monitor and review customer service.
Manage Performance Management Processes	•          Develop performance management tools to monitor service delivery and staff         performance. •          Implement performance management processes within an existing organisational human resources development framework. •          Lead the development of team and individual staff performance improvement plan.
Manage Service Improvement	•          Review the external and internal operating environment. •          Research trends and developments in service provision. •          Manage opportunities for service innovation and improvement.
Manage Service Supply Chain	•          Review organisational business strategy, service supply chain strategy and service supply chain effectiveness. •          Plan for improvements in service supply chain. •          Implement continual improvement in the service supply chain.
Develop and Implement Process to Benchmark and Measure Service Standards	§          Determine benchmark requirements. §          Plan and initiate organisational customer service benchmarking process. §          Manage improvements from benchmarking implementation.
Manage Human Resources to Achieve Service Excellence	•          Undertake human resources planning based on the organisation’s customer focused strategies. •          Recruit and select customer- centric staff. •          Monitor the impact of staff satisfaction on staff performance. •          Develop effective customer service staff. •          Implement and manage a customer service award program for employees.