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    Event Profile
    Date May 19, 2017
    Time 9:00am to 5:00pm
    Venue Mandarin Orchard Singapore
    333 Orchard Road
    Singapore 238867
    Fee SGD 520.00
    3 & above: SGD490.00 each
    For Member
    SGD 494
    3 & above: SGD465.5 each
    NoteBreakfast, two tea breaks and buffet lunch will be served; complimentary car parking coupon will be provided upon request
    Other Date(s)1) Jan 31, 2018
    2) Apr 25, 2018
    3) Jul 11, 2018
    4) Sep 12, 2018
    You may reach us via
    T: (65) 9879 6267
    To register via fax, fill in This Form and fax to (65) 6310 5430.
    400% Tax Deduction or 40% Cash Payout of the course fee (net of government grant or subsidy) under PIC scheme for training of employees! For details, please refer to
    "A man without a smiling face must not open a shop."

    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.
    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 service quality”
    • Understand service blueprinting framework
    • Identify service “pain” points and “wow” points
    • Identify the key service attributes that truly matters
    • Creating the service blueprint
    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.
    Catherine Chai's Profile
    Catherine Chai helps businesses to unleash their untapped brand value. She works with forward-looking companies to strengthen their brand building capabilities and help them ignite a brand-driven culture.

    With over 20 years of experience in Brand Strategy, Brand Management, Marketing and Training, Catherine has consulted for more than 50 companies and trained more than 5000 people cutting across B2B, B2C and government sectors in Asia. She has worked with Raffles Hotels & Resorts, Singapore Management University, Eu Yan Sang, Cerebos, Bee Cheng Hiang, National Trade Union Congress, Maritime Port Authority of Singapore, Infocomm Development Authority of Singapore, Straits Construction, Q’s Advertising, TDK, Royal Plaza on Scotts, Great Eastern Life, Prudential, National Junior College etc. Catherine is often invited to speak at conferences and seminars, and is the author of her upcoming book "From Bland To Brand"

    Catherine holds an MBA from University of Melbourne and a BBA from National University of Singapore. She is a practicing management consultant certified by Singapore Business Advisors & Consultants Council (SBACC).

    Catherine is a life-long learner; she is passionate about sharing her knowledge and experience with others and subscribes to the philosophy “in learning we teach, in teaching we learn".
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