WSQ Service Innovation
TGS-2019504190
Course Overview
This course sets out the knowledge and application skills in understanding the importance of service innovation and the methods and opportunities that are available for a service staff to generate ideas that contribute to service innovation.
Training Type
Full Time
Who Should Attend
- Customer-facing staff
- Customer Service Representatives
- Call Centre Officers
- Store Advisors
- Service Crew
Course Duration
2 Days
Total Training Duration (Hour)
16
Course Outline
Learning Unit 1: I Know the Importance and Benefits of Service Innovation
- What is Service Innovation?
- Importance of Service Innovation
- Benefits of Service Innovation
- How innovation drives success in great organisations
Learning Unit 2: I Engage Myself in Service Innovation Initiatives
- Divergent Thinking
- Organisational Guidelines for creating ideas in a collaborative environment
- Types of divergent thinking techniques
- Convergent Thinking
- Organisational Guidelines for Evaluation of ideas generated
- Techniques of convergent thinking
Learning Unit 3: I Can Present Service Innovation Ideas to Stakeholders
- Types of mock ups
- Prepare to present the selected idea to stakeholders
- Create a mock-up of the selected idea
- Presenting the mock up to stakeholders
- Types of stakeholders’ decision
- Types of follow up actions
Course Learning Outcome
- Recognise the importance of service innovation in the organisation
- Generate potential service innovation ideas to transform the customer experience
- Evaluate potential service innovation ideas according to organisational evaluation criteria
- Present mock up of service innovation ideas to stakeholders
Pre-requisites
- Learners must be able to read, write, speak and listen to English at secondary school level
- Learners to have minimum GCE ‘O’ level or ITE certificate education
- Learner should have at least 1 year’s working experience in any industry
Funding Information
01 Jan 2020 To
07 Aug 2027
Course Pre-Requisites
Price
| Course Fee Payable | ||
|---|---|---|
| Original Fee | Before GST | With GST (9%) |
| Course Fee | $450.00 | $490.50 |
| Individual Pricing (Fee payable to Training Provider) | Before GST | With GST (9%) |
| Individual (Baseline) | $225.00 | $265.50 |
| Individual (MCES) | $135.00 | $175.50 |
| Corporate Pricing (Fee payable to Training Provider) | ||
| SME | Before GST | With GST (9%) |
| Corporate (SME) | $135.00 | $175.50 |
| Non-SME | Before GST | With GST (9%) |
| Corporate (Non-SME, Baseline) | $225.00 | $265.50 |
| Corporate (Non-SME, MCES) | $135.00 | $175.50 |
Company Sponsored Funding Types
- SME
- Company registered or incorporated in Singapore AND employment size of not more than 200 or with annual sales turnover of not more than $100 million
- 70% of course fee funded
- Non-SME (Baseline)
- Non-SME companies, employee is Singaporean or PR aged below 40
- 50% of course fee funded
- Non-SME (MCES)
- Non-SME companies, employee is Singaporean aged 40 years and above
- 70% of course fee funded
Absentee Payroll Funding for Companies:
- $4.50 per training hour capped at $100,000 per enterprise per calendar year
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Self-sponsored Funding Types
- MCES
- Singaporean aged 40 years and above
- 70% of course fee funded
- Normal
- Singaporean / PR aged 21 years and above
- 50% of course fee funded
