Enhance the knowledge and improve the skills of staff in areas of Service Innovation. Understand the concepts behind Service Innovation and leverage on it to enhance customer experience. 

Program Highlights:

Methods to leverage on Service Innovation concepts within the organization

• Significance and impact of Service Innovation
• Factors to improve customer experience

Initiate prospective service innovation ideas to enhance customer experience

• Principles and techniques of initiating potential service innovation ideas

Assess prospective service innovation ideas in accordance to organisational evaluation criteria

• Factors impacting evaluation of potential service innovation ideas
• Understanding organisational evaluation criteria

Training Delivery Methodology

• Mini lectures – to succinctly explain the concepts and theories
• Interactive activities: Group participations and discussions on knowledge and procedural process.
• Group and individual exercises for practical activities
• Independent learning sessions to practise skills and evaluate own progress based on case studies involving extensive trainee participations in order to ensure maximum understanding

Duration

2 days

Who Should Attend

Service Crew, Store Advisors, Customer-facing Staff, Call Centre Officers, Customer Service Representatives

Certification

Participants who successfully complete the course will be awarded a Statement of Attainment.