Engage in Service Innovation Initiatives (Service Innovation) (16 hrs)
Course Code: TGS-2019504428 | SSG Funded
Note: Classroom-based learning will be conducted through virtual classroom until further notice. Terms and conditions apply.
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
| Type | Individuals | |||
| Singapore Citizens and Permanent Residents (Aged ≥ 21 years old) | Employer-sponsored and Self-Sponsored Singapore Citizens aged ≥ 40 years old | SME-sponsored Singapore Citizens and Permanent Residents | Non-SME-sponsored Singapore Citizens and Permanent Residents | |
| Type of Funding | ||||
| SkillsFuture Funding (Baseline) | SkillsFuture Mid-career Enhanced Subsidy | SkillsFuture Enhanced Training Support for SMEs | SkillsFuture Training Support for Non-SMEs | |
| Course Fee | $310.00 | $310.00 | $310.00 | $310.00 |
| Less: SkillsFuture Funding | $155.00 | $217.00 | $217.00 | $155.00 |
| Total Nett Fee | $155.00 | $93.00 | $93.00 | $155.00 |
| Add: GST @ 8% of Course Fee | $24.80 | $24.80 | $24.80 | $24.80 |
| Total Fee Payable to SQC | $179.80 | $117.80 | $117.80 | $179.80 |
Skill Code: RET-CEX-1013-1.1
Skill Title: Service Innovation-1
Funding validity period: 27 Jan 2020 – 25 Jul 2025
* Please click HERE for detailed information on general terms and conditions.
* 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.
- 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
| Type | Individuals | |||
| Singapore Citizens and Permanent Residents (Aged ≥ 21 years old) | Employer-sponsored and Self-Sponsored Singapore Citizens aged ≥ 40 years old | SME-sponsored Singapore Citizens and Permanent Residents | Non-SME-sponsored Singapore Citizens and Permanent Residents | |
| Type of Funding | ||||
| SkillsFuture Funding (Baseline) | SkillsFuture Mid-career Enhanced Subsidy | SkillsFuture Enhanced Training Support for SMEs | SkillsFuture Training Support for Non-SMEs | |
| Course Fee | $310.00 | $310.00 | $310.00 | $310.00 |
| Less: SkillsFuture Funding | $155.00 | $217.00 | $217.00 | $155.00 |
| Total Nett Fee | $155.00 | $93.00 | $93.00 | $155.00 |
| Add: GST @ 8% of Course Fee | $24.80 | $24.80 | $24.80 | $24.80 |
| Total Fee Payable to SQC | $179.80 | $117.80 | $117.80 | $179.80 |
Skill Code: RET-CEX-1013-1.1
Skill Title: Service Innovation-1
Funding validity period: 27 Jan 2020 – 25 Jul 2025
* Please click HERE for detailed information on general terms and conditions.
* 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 |
|---|---|
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November 21, 2022 - November 22, 2022 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Closed |
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January 5, 2023 - January 6, 2023 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
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Closed |
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March 6, 2023 - March 7, 2023 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
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Closed |
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May 4, 2023 - May 5, 2023 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Closed |
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July 4, 2023 - July 5, 2023 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Register Now |
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September 7, 2023 - September 8, 2023 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Register Now |
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November 6, 2023 - November 7, 2023 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Register Now |