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DNA for Organisational Service Excellence through Blueprinting (14 PMI® PDUs) 

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DNA for Organisational Service Excellence through Blueprinting (14 PMI® PDUs) 

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Topic:

Communicating Your Services Through Blueprinting

– For Telco & E-Commerce

Date & Time:

TBD [Available for in-house training]

Delivery Mode:

Remote Online Learning \ Face to Face Classroom

The New Normal: Customer Service is Giving Way to Customer Experience

Scrambling through the MCO or social “locked down” was a whole new experience for us whilst our society is now living in the new normal.

Covid-19 has changed the fundamental way we live, work and play in an unprecedented manner. It is imperative that service providers in the communications, B2B and B2C business are adjusting and adapting to the new normal.

This new normal had transformed the market environment where customers expect a “heavenly- king” like experience with safe, secured and personalised services delivered where they want, when they want and the way they want. Today’s customer demands dictate speed of response, ever-changing requirements, bespoke offerings and all of it at scale. Customer service is giving way to customer experience where “service” is no longer a commodity, but the grave “moment of truth.”

This Service Design course is intended for all organisations and businesses at the forefront of offering an exceptional customer experience with keen empathy and responsibility.

BENEFITS

  • Participants are guided to apply the Service Design tool for mapping a blueprint for their organisation process enhancement and service innovation to develop a higher level of service offering
  • Participants will comprehend the “nature of service” and appreciate “customers” throughout the process of delivering a service (value co-creation)
  • Participants will learn to solve customers’ problems through innovative and service thinking to deliver exceptional services

Note: The above modules are subject to company specific environment and requirements.

Module 01

  • Overview of Service Industries
  • Understanding “Service” from Inside-Out, Co-creation of Value
  • Service Package for Total Customer Experience

Module 02

  • A new concept: Responsible Service Service Excellence Culture Competitive Dimensions for Service

Module 03

  • Introduction to Service Blueprint Overview of Service Blueprint

Module 04

  • Group/Team Activity
  • Service Blueprint Action WORKSHOP
  • Construct Service Blueprint for your operations

Module 05

  • Service Improvements
  • Discover the practicality aspects of Service Blueprint for your Operations

Module 06

  • Group/Team Activity
  • Service Blueprint Action WORKSHOP
  • Service Level Improvements for Service Blueprint

Module 07

  • Group/Team Activity
  • Service Blueprint Action WORKSHOP
  • Construct Service Blueprint for your Organisation

Module 08

  • Importance of Innovation Leading Change When Things Go Wrong

Note: The above modules are subject to company specific environment and requirements.

TARGET AUDIENCE:

Frontline managers, senior managers, department heads. Administrative managers & personnel support frontline & back-end operations (Call Center, IT, Event Planning, Product Development, Partners Management, Technical, Finance, etc.). Executives & members within the organisation who will directly or indirectly impact the results & outcomes for the customer service excellence.

Organised by                                                      

Career Growth

Validated by Centre of Executive Education & Development, a unit of GSB, USM

Trainer:  Lim C. S. (William) PSMB-certified trainer

  • MBA (Service Science, Mgmt & Engineering), USM & awarded Dean’s list
  • Postgraduate Diploma of The Chartered Institute of Marketing, UK
  • 21 years of career experience in manufactured goods & services’ business development, sales & marketing management
  • Vast experience in international marketing & customer relationship management
  • Member of ISSIP and Special Interest Group in Education & Research ISSIP
  • Co-author of “A new concept: Responsible Service” in Tata’s TMTC Journal of Management, 2013

Trainer: Calvin Chan Y. Y. PSMB-certified trainer

  • PhD Candidate, IUMW
  • MBA (Service Science, Mgmt & Engineering), Bachelor of Management (Hons), USM
  • Nominated for USM’s best master/mixed mode student award 2013 & awarded Dean’s list
  • 20 years of management experience in education & telecommunication services industry
  • Vast experience in sales & customer service
  • Member of ISSIP
  • Co-author of “A new concept: Responsible Service” in Tata’s TMTC Journal of Management, 2013