Provide Service Excellence in the Digital World for Retail
About This Course
At the end of this training, participants will learn how to provide Service Excellence for Retail via People Centered Desing and Agility.
Three key business benefits to derive from this course:
1. Implement customer-centric service innovation ideas
2. Build improved customer journeys
3. Enhance the Customer Experience in the current digital frontier
The above benefits are supported by a well structure syllabus planned for the learners to:
1) Understand the customer and user experience journey and omni channel strategy from physical 'brick and mortar to digital platforms.
2) Understand and address customer's pain points from an accurate customer journey mapping
3) Use CRM to understand customers interactions with the company and his/her profile
4) Use digital platforms to provide customised customers service
The relevance in today's digital context is for learners to reskill or/and acquire fundamental knowledge about these main topics:
1. Foundations - the why and what of innovation
2. Implementation of service innovation by enhancing Customer Experience - the How:
- Persona, Empathy Maps, Prototypes, user Feedback
- Customer Journeys Mapping
3. Discovery of Future trends to stay relevant in today's fast paced digital economy
4. Understanding Threats to a successful implementation
5. Getting Support from Strategic Partners
What You'll Learn
• Importance of service innovation
• Types of service innovation
• Resources required to implement service innovation ideas
• Methods to collect data on implemented service innovation ideas
Ability that learners will acquire:
• Working with other team members when planning to implement service
innovation ideas
• Acquire resources required for the implementation of service innovation ideas
• Collect and analyse information on the effectiveness of implemented service
innovation ideas
• Review implemented ideas to make improvements
Entry Requirements
• 21 years of age and above to 60 years of age.
• Able to understand and speak English at a proficiency level
equivalent to the Employment Skills System Workplace Literacy
(WPL) Level 4.
• Minimum computer literacy and customer facing protocols.
• No experience required in this domain.
• Applicants should ideally possess at least a GCE ‘N’ Level
qualification or its equivalent. However, those with relevant work
experience may also be considered on a case-by-case basis.