“People don’t buy products or services, they buy experiences.”
Getting customer experience right is no longer a luxury, it is an absolute priority for organisations to survive and thrive. With the proliferation of connected devices from PCs to mobile devices, customers across every demographic expect customer service on their terms.
To deliver great customer experiences, businesses must design their service delivery process rigorously with the customers (both internal and external 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.
Service Blueprinting is a highly actionable as you can clearly identify the interactions between the customers, touchpoints, and service employees, including the activities that the customers can directly see and those that customers does not see.
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 – participants will visit a service provider and “rate their 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.
Thur, 25 Mar 2021 from 9:00 to 17:00 (SGT)
Mandarin Orchard Singapore, 333 Orchard Road, Singapore 238867
S$520 per pax (group discount applicable)
This workshop is held in collaboration with CCISG