Hands-on Service – Service Blueprinting
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.
Key Facts
- Duration: 2 days, 10am-5pm (12 hours)
- Delivery Mode:
- Live Online
- On campus (please note our campus is currently closed due to Covid-19)
- Fees: $749
Professionals, managers and leaders looking to enhance their finance literacy.
Hand-outs and recommended text
A certificate of attendance will be issued to participants who have attended and completed the programme.
Modules
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:
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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.Expand -
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.Expand
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.
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.
Request More Information
Contact a programme advisor by calling
+65 6580 7700