About this Course

In a consumer-driven world, every company needs to remember that our customers drive our businesses to success. 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.

Service Blueprinting is a powerful, versatile and practical technique that is used for service improvement and innovation.

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.

Sign up if you want an energetic, fun and action-based learning environment.

You will Learn:

Understanding Services
Delivering great service begins with first understanding the key characteristics of service, which then enable organisations to develop the implications of certain characteristics. You will be introduced to different ways of thinking about services so as to enhance your everyday practice as a service provider.

Mystery Audit Field Trip
Using a service quality framework, participants will go on a field trip as a customer and “mystery shop” a service provider to experience the service “live”. Participants will be tasked to rate the service performance.

Understanding Service Blueprinting and Its Importance
Participants will learn about the key components in service blueprinting and its benefits to ensure better service is provided to customers. 

Blueprinting A Service
Using the service blueprint technique, participants will be able to design the service delivery process for the service provider that they have “mystery shopped”. 

Brainstorming insights
Once participants understand the potential of service blueprinting, they will be able to identify potential gaps and brainstorm ideas to rectify the service failpoints. At the same time, participants will be able to generate creative ideas and “wow moments” to create meaningful and memorable customer experience.

Course Durations: 1day

Quick Tip

Design a service begins by answering the following questions:

1. What the service product is, i.e., the benefits it offers customers.
   
2. To whom the service product is being offered, i.e., which customer segments?
   
3. How the service provider will do so, i.e., what delivery features, employee competencies, technology or activities are necessary?
   

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