Hands-on Service – Service Blueprinting

"COURSE OUTLINE Concept 1 – Planned Service Concepts This module explores the difference between Planned and Incidental Service Concepts. This concept is important to Customer Service as Great Service happens not by coincidence but through a proper design of the customers experience via a variety of touch-points aimed to enhance the customers’ experience. The Planned Service Concept will utilize the 5 Senses Methodology to plan and map a holistic Service Experience for our customers. Concept 2 – Service Blueprinting This module provides participants with a Hands-on practice on building a Service Blueprint from scratch. For added realism, they will have an Industrial visit to form the basis of their project. Based on a live model, they are to determine the possible interactions and touchpoints of the location; working in groups to draft out the Service Blueprint."