Course details
This course focuses on the knowledge and skills necessary in identifying the elements that forms customer expectations, so as to provide the desired customer experience that is line with the organisation’s vision, mission and values. It covers various methods to design, innovate and translate the desired customer experience into a service operations plan.
Target Audience:
This course is for VPs and service directors from various service industry sectors.
What You Will Learn:
- Interpret customer intelligence to determine desired customer experience
- Innovate the desired customer experience in line with the organisation’s vision, mission & values
- Translate the desired customer experience into a service operations plan
- Evaluate impact of desired customer experience
Methodology: Mini lectures, interactive activities, group / inpidual exercises, role-plays, independent learning sessions & mutual sharing / feedback sessions
Requirements:
- Employability Skills WSQ – Workplace Literacy Level 7 / O / A-Level English OR
- 3-5 years of working experience in a senior management role (preferably in the service sector)
Teacher & Student Ratio: 1:25 (maximum capacity)
Updated on 08 November, 2015Course Location
About Training Vision Institute
Established since 1991, Training Vision is a leading training institute. Training Vision Institute provides an integrated and holistic approach towards the design and methodology of Workforce Development training programmes. In addition, Training Vision Institute also offers consultancy services, where customised solutions are created to suit your company's needs.
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