Managing Innovation In Services (Part of SCTP)
About This Course
In today’s workplace, given the increasing emphasis to deliver good customer service amidst growing competition, the ability to turn business policy and objectives into great service management with quality assurance is highly valued in a modern workplace. As customer experience is being placed at a premium across many industries, learners with good service orientation and mindset will be highly valued.
In this module, learners will acquire the knowledge and skills in customer satisfaction related to innovation which in terms will lead to the delivery of good customer experience. Core topics include the innovation matrix, building an innovation culture and design thinking in innovation.
What You'll Learn
1. Recommend appropriate innovation process to implement using good service management practices.
2. Explain steps in managing innovation by applying design thinking principles in a service environment.
3. Identify the correlation between employees’ behaviour and customer satisfaction with regards to the profitability of the service organization.
Entry Requirements
No Minimum Requirements for work experience or education qualification