LSBF Executive Education

Hands-on Service – Service Blueprinting

In a highly competitive retail environment, great service can make or break a business. And great service do not happen by chance but by putting in place plans and initiatives to ensure that the organisation continues to meet and exceed consumer’s ever-increasing expectations.

Objective

This 2-day advanced-level workshop aims to assist mid-level managers, human resource & training & development professionals to develop and execute a Service Blueprint from scratch using a hand-on approach. The programme will also explore the difference between planned and incidental service concepts with the notion that great service happens not by coincidence but through a proper design of the customers experience using a variety of touch-points.

Outcome

The Workshop will be conducted using a mix of knowledge sharing, practice, observation assignments and hands-on Work. Evaluative assessments will be via self-reflection and group presentations based of the 2 key concepts that will be taught:

  • Concept 1 – Planned Service Concepts VS Incidental Service Concepts
  • Concept 2 – Service Blueprinting Concept & Application
Course Outline
  • Concept 1 – Planned Service Concepts
    This module explores the difference between Planned and Incidental Service Concepts. This concept is important to Customer Service as Great Service happens not by coincidence but through a proper design of the customers experience via a variety of touch-points aimed to enhance the customers’ experience. The Planned Service Concept will utilize the 5 Senses Methodology to plan and map a holistic Service Experience for our customers.
  • Concept 2 – Service Blueprinting
    This module provides participants with a Hands-on practice on building a Service Blueprint from scratch. For added realism, they will have an Industrial visit to form the basis of their project. Based on a live model, they are to determine the possible interactions and touchpoints of the location; working in groups to draft out the Service Blueprint.
Who Should Attend:

Professionals, managers and leaders looking to enhance their finance literacy.

Course Duration

2 days, 10am to 5.30pm / 15 hours

Learning Materials

Hand-outs and recommended text

Certificate of Attendance

A certificate of attendance will be issued to participants who have attended and completed the programme.

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Call Us on: +65 6580 7700

Fax Us on: +65 6438 2478

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Opening Hours @ Springleaf Tower
3 Anson Road, Springleaf Tower, #06-01
Singapore 079909

Monday–Friday: 9am–9pm
Saturday: 9am–1pm
Sunday and PH: Closed

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