In a highly competitive retail environment, great service can make or break a business. And great service do not happen by chance but by putting in place plans and initiatives to ensure that the organisation continues to meet and exceed consumer’s ever-increasing expectations.

OBJECTIVE

This 2-day advanced-level workshop aims to assist mid-level managers, human resource & training & development professionals to develop and execute a Service Blueprint from scratch using a hand-on approach. The programme will also explore the difference between planned and incidental service concepts with the notion that great service happens not by coincidence but through a proper design of the customers experience using a variety of touch-points.

OUTCOME

The Workshop will be conducted using a mix of knowledge sharing, practice, observation assignments and hands-on Work. Evaluative assessments will be via self-reflection and group presentations based of the 2 key concepts that will be taught:

Concept 1 – Planned Service Concepts

• This module explores the difference between Planned and Incidental Service Concepts. This concept is important to Customer Service as Great Service happens not by coincidence but through a proper design of the customers experience via a variety of touch-points aimed to enhance the customers’ experience. The Planned Service Concept will utilize the 5 Senses Methodology to plan and map a holistic Service Experience for our customers.

Concept 2 – Service Blueprinting

• This module provides participants with a Hands-on practice on building a Service Blueprint from scratch. For added realism, they will have an Industrial visit to form the basis of their project. Based on a live model, they are to determine the possible interactions and touchpoints of the location; working in groups to draft out the Service Blueprint.

WHO SHOULD ATTEND:

Professionals, managers and leaders looking to enhance their finance literacy.

CERTIFICATE OF ATTENDANCE

A certificate of attendance will be issued to participants who have attended and completed the programme.

COURSE DURATION

2 days, 10am to 5.30pm / 15 hours