“A Man Without A Smiling Face Should Not Open A Shop”
In a consumer-driven world, every company needs to remember that our customers drive our businesses to succeed. As the old business adage goes “A happy customer tells a friend; an unhappy customer tells the world”.
Organisations that deliver great customer experiences designed their service delivery process rigorously with the customers as their central focus. Using service blueprinting, it provides service providers a visual way to express their intentions and goals while linking them to customer’s perceptions and needs as the service activity progresses.
In this workshop, you’ll learn how to use Service Blueprinting, a powerful, versatile and practical technique that is used for service improvement and innovation in many of the successful companies across the world.
– Understand the key attributes of service
– Mystery audit field trip visiting a service provider to rate the customer experience
– Understand service blueprinting framework
– Identify service “pain” points and “wow” points
– Identify the key service attributes that truly matters
– Creating the service blueprint
“Catherine is an excellent trainer, always ready with examples and answers to our questions” – Ms Jovis Ang, Ministry of Law
“Very knowledgeable and engaging trainer” – Ms Sally Neo, Ministry of Law
WHO SHOULD ATTEND
This program is suitable for managers, supervisors, and staff involved in looking at ways to improve their customer service processes to deliver meaningful and memorable customer experiences.
Fri, 19th Jun 2020 from 9:00 to 17:00 (SGT)
Social Service Institute