CRS-Q-0026871-SVCF
This course covers the knowledge and application skills to develop new product or services to address customer needs and expectations. It covers the planning, development and implementation process of the newly developed product or service offering.
Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).
- Assess customer’s needs and expectations to develop new products / services
- Innovate product / service offerings to respond to customer’s needs and expectations
- Evaluate product / service developed to ensure that it is in line with customer’s needs and expectations
Assess customer’s needs and expectations to develop new products / services
- Examine data from customer database, customer satisfaction surveys and statistical information from government agencies to determine customer’s needs and expectations
- Develop new products / services that are aligned to meeting customer’s needs and expectations
Innovate product / service offerings to respond to customer’s needs and expectations
- Use design tools and organisational technologies to improve service operations, taking into consideration factors such as the availability of resources, market potential of service offerings and alignment to marketing plans
Evaluate product / service developed to ensure that it is in line with customer’s needs and expectations
- Assess factors such as the availability of resources, market potential of service offerings and alignment to marketing plans to improve service operations through the use of design tools and organisational technologies
Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, videos, and case studies.
This course is suitable for customer experience managers, store / branch managers, heads of departments, and outlet managers.
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- (Local Institution) MDIS - Service Quality Centre
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