Engage in Service Innovation Initiatives (Service Innovation) (16 hrs)

• Recognise the importance of service innovation in the organisation
• Generate potential service innovation ideas to transform the customer experience
• Evaluate potential service innovation ideas according to organisational evaluation criteria
• Present mock up of service innovation ideas to stakeholders

Recognise the importance of service innovation in the organisation

• Understand the various types of service innovation
• Know the importance of service innovation and potential benefits on the organisation

Generate potential service innovation ideas to transform the customer experience

• Understand various methods to generate potential service innovation ideas such as divergent thinking and convergent thinking
• Apply suitable techniques to generate ideas to transform the customer experience
• Maintain an environment conducive for creative idea generation

Evaluate potential service innovation ideas according to organisational evaluation criteria

• Identify how the evaluation is conducted and apply appropriate evaluation criteria to shortlist the ideas

Present mock up of service innovation ideas to stakeholders

• Know the various ways to create mock up of service innovation ideas
• Show understanding of the process of presenting mock-up; apply the understanding to create and present the mock up to relevant stakeholders
• Know the types of possible decisions from stakeholders and the relevant follow-up actions

Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.

This course is suitable for customer-facing staff, customer service representatives, call centre officers, store advisors, and service crew.

Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm

Course Fee : $310.00
Nett Fee Incl. 7% GST : $331.70
Nett Fee after Training Grant* : $52.70 (SMEs) | $83.70 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $52.70
Nett Fee after WTS* : $37.20

* Please click HERE for detailed information on course fee funding schemes, SkillsFuture credit, and complete listing of funded courses. This course is eligible for use of SkillsFuture credit.