Course details
Experience shows that many organizations approach service innovation from a product innovation point of view, and use methods, processes and terms from product development. Customer Service innovation is not about going the extra mile but to focus on the elements that are different between products and services and create a centre of competence in delivering service to customers.
Programme Objectives
At the end of programme participants should be able to:
- To practise the principles behind innovation and enterprise
- To acquire skills and techniques for divergent thinking
- To apply techniques in seeking service innovation opportunities at the work place
Programme Outline
1. The Customer Service Innovation Imperative
- Recognising the importance and need for service
- Innovation in the New Economy
2. Adapt a service mindset
- Apply own thinking style for service innovation
- The Innovation Process
3. The Service Innovation Principles
- Identify service innovation opportunities
- Service Innovation Heuristics
4. The Service Innovation Practices
- Putting into Innovative practice Process
- Tools and Techniques for Service Innovative thinking
5. The Pursuit of Service Innovation and Enterprise
Updated on 12 August, 2015Course Location
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