Engage in Service Innovation Initiatives (Service Innovation)
(Synchronous e-learning) (16 hrs)
Course Code: TGS‐2019504428
This course covers knowledge and application skills in understanding the importance of service innovation and the methods and opportunities available for 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).
Note: This is an Online Course
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
* Please click HERE for detailed information on course fee funding schemes, SkillsFuture credit, and a complete listing of funded courses. This course is eligible for use of SkillsFuture credit.
Course Application
| Date | Details |
|---|---|
| September 29, 2021 - September 30, 2021 (9:00 am - 6:00 pm) Online LIVE stream via Zoom |
Open for registration (Fill in the enquiry form to know more) |
| November 15, 2021 - November 16, 2021 (9:00 am - 6:00 pm) Online LIVE stream via Zoom |
Open for registration (Fill in the enquiry form to know more) |
Key Takeaways
Upon completion of this workshop, participants will be able to;
- 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
Who Should Attend
This course is suitable for customer-facing staff, customer service representatives, call centre officers, store advisors, and service crew.
Programme Outlines
- 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 services 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
Methodologies
The course will be conducted through online LIVE streaming via Zoom. Participants will undergo experiential learning through mini-lectures, group discussions, role-plays, quizzes, and videos.
