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

Course Code: CRS-Q-0039443-RET

This course covers knowledge and application skills in understanding the importance of service innovation and the methods and opportunities that are available for a service staff to generate ideas that contribute to service innovation.

Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).

  • 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.

Key Benefits
  • 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
Course Contents

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
Learning Methodology

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

Who Should Attend

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

Course Details

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.

Course Application

Details Registration
April 1, 2020 - April 2, 2020 (9:00 am - 6:00 pm) Closed
October 29, 2020 - October 30, 2020 (9:00 am - 6:00 pm) Register Now