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    Event Profile
    Date Aug 18, 2017
    Time 9:00am to 5:00pm
    Venue Mandarin Orchard Singapore
    333 Orchard Road
    Singapore 238867
    7% GST will apply
    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) Jul 05, 2019
    2) Nov 01, 2019
    You may reach us via
    T: (65) 9879 6267
    To register via fax, fill in This Form and fax to (65) 6310 5430.
    "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
    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.
    This course is highly hands-on and interactive; 30% concept and 70% practice.

    The course includes the use of: 
    • Group discussion
    • Worksheets
    • Live “field-audit”
    • Mapping technique
    • Self-evaluation and feedback
    Catherine Chai's Profile
    Catherine is a strategic brand advisor, and author of From Bland to Brand – the essential handbook for Asian businesses. Forward-looking Asian businesses go to her to help them accelerate their brand growth and ignite a brand-driven culture.

    She has worked on over 100 projects in various sectors such as education, FMCG, construction, technology, hospitality, F&B, publishing, professional services, healthcare etc. Some prominent brands include Raffles Hotels & Resorts, Singapore Management University, Kao Corporation, Cerebos, TDK, Eu Yan Sang, Bee Cheng Hiang, Times Publishing, just to name a few.

    Catherine has a long and successful track record as a consultant, trainer, facilitator, speaker and educator working in settings ranging from business, local government and NPO sectors.

    She trains and facilitates a wide variety of workshops from C-suite to operational level. She obtained her MBA from University of Melbourne and a degree in Business Administration from National University of Singapore.

    Professional Certifications
    • Certified Practicing Management Consultant (Singapore Business Advisors & Consultants Council)
    • Certified Scope IP™ Consultant (Intellectual Property Office of Singapore)
    • WSQ Advanced Certificate in Training & Assessment (Singapore Workforce Development Agency)
    • Dynamic Facilitation Practitioner
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