SGS ACADEMY HONG KONGLEARNING & DEVELOPMENT SOLUTION

SERVICE INNOVATION FOR SUPREME CUSTOMER EXPERIENCE WORKSHOP

WWW.SGSGROUP.COM.HK/ACADEMYTEL: (852) 2774 7408 | EMAIL: olivia.lee@sgs.com

GENERAL INFORMATION: PUBLIC CLASS (HALF-DAY):

Date: 19 March 2015 (Thursday)Time: 14:00-18:00 Venue: T.S.T. / Wan Chai Training Centre / TBC Max. No. of Seat: 30Medium: Cantonese supplemented with English materialFee: HK$1,300 per participantSpecial offer: Buy 1 get 1 Free for all enrollments made on or before 14 FebBuy 2 get 1 Free for all enrollments made on or before 28 Feb

PROFESSIONAL TRAINER: Mr. Max Lee (Head of SGS Benchmark in

CHK and Macau)

� Over 15 years experience primarily with research agencies and media agencies for market research projects and customer service enhancement projects

� Specialized in brand positioning, brand equity, market segmentation, and customer experience

� Extensive experience across multiple sectors including FMCG, retailing, financial services, alcohol, tobacco, gaming and wagering, government services and technology

� Held senior positions in OMD, Added Value & Synovate(Ipsos)

Mr. David Chung (Head of SGS Academy HK)

INTRODUCTION:Service Innovation is about having the creative mind, attitude and mentality to continuously surpass competition in customer experience. It should be the outcomes of group effort from various business functions instead of an individual or a department’s responsibilities.

Corporations create sustainable competitive advantages in customer experience by having clear directions sustained by scientific approaches.

Delegates will learn the fundamental concepts and a set of practical tools of service innovation. A practical session will take them through the process. They will also learn the strategies to actualize and deploy the newly generated ideas from this workshop.

OBJECTIVE:The course aims at introducing Mr. David Chung (Head of SGS Academy HK)

� Over 15 years of experience in the field ofLearning & Development, CustomerExperience Management and LeadershipDevelopment gained from various MNC

� Leading customer experience & leadershipenhancement projects for over 300 largescale companies in Asia Pacific, some of the world’s biggest companies including 3M, AIA, Coca-Cola, Dairy Farm, Estee Lauder, HSBC, Li & Fung, Swire Group

� Patented Customer Experience Management program designer in HK, co-author of business management book (Demand Chain Management)

� Dale Carnegie certified trainer, Persona Certified Trainer and NLP Trainer

(SGS Hong Kong Ltd. reserves the right of final tutor arrangement)

The course aims at introducing service innovation concepts and related tools through a practical session to inspire attitude and mentality of creativity.

TAKEWAYS:A proven successful Service Innovation blueprint (Delegates will go through a completed innovative process during the workshop)

TARGET AUDIENCE:� General Manager � Marketing Manager� Operation Manager for Retail

and Service Industry� Service Manager

Topics Scopes Learning Methods

Service Innovation and

Customer ExperienceUnderstand service innovation and the roles played in customer experience

Case study

Service Innovation

Cases

Cases from different industries to demonstrate delighted services designed with extraordinary creativity.

Service ArchetypesUnderstand the key Service Archetypes. Each Archetype depicts specific emotional impacts generated by the service.

Jungian psychology

Service AttributesUnderstand the hierarchies of service attributes and how they impact the customers’ emotion.

Further analyze of advanced version of SERVQUAL model

Service Innovation Culture

Understand the key elements for creating corporate innovation culture and know how to motivate staff to realize the service vision

Case study

Service Innovation by

Co-creation Approach

Service co-creation based on the knowledge of customer’s demographic traits, satisfaction and expectation; guided by the Service Archetypes,

Group discussion and

idea co-creation with Co-creation Approach expectation; guided by the Service Archetypes,

Attributes and Culture.

idea co-creation with

recognized cases

Service Innovation Implementation Strategies

Feedback on the workshop; the strategies to actualize new ideas according to corporate development direction, positioning, existing service performance and the acceptance of stakeholders.

Follow up discussion

with co-creation

results

Course Date: ____________________________ Company: _______________________________ Contact Person: _________________ Tel: ________ Fax: ________ Email: ___________________Address: ________________________________________________________________________

How do you know about this course? Newspaper □ Web □ Friends □ Others □ ____________

#All cancellations/ postponements of registration must be made to SGS Academy in writing. If postponement is received: One month notice

before the course starts, 20% of the training fee will be charged as administration fee. If cancellation is received: One month notice before the

course starts, 50% of the training fee will be charged as administration fee. Within two weeks before the course starts, 100 % of the training

fee will be charged as administration fee. If you do not want to receive any information from us, please fax to us at (852) 2333 2257.

Course Participant Position Phone Email

Mr./Ms.

Mr./Ms.

Mr./Ms.

ENROLL: SERVICE INNOVATION FOR SUPREME CUSTOMER EXPERIENCE WORKSHOP AVAILABLE

ST

/15 Payment Method: To confirm your booking, please send the completed registration form together

with the course fee by cheque payable to “SGS Hong Kong Limited” (5/F, Manhattan Centre, 8 Kwai Cheong Road, Kwai Chung, NT, Hong Kong – Attention to SGS Academy) OR deposit the required amount to SGS HSBC account 002-617918-001 “SGS HONG KONG LIMITED” Then, fax the bank-in slip and course registration form to SGS office at 2333 2257. Public Class In-House

OR

Any tax or bank charges, etc induced by settling course fee to SGS Hong Kong Limited must be fully absorbed by the client itself.

For Enquiry: Email - olivia.lee@sgs.com Phone: (852) 2774 7408

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