29 Sep 2017 (Fri)
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Service Innovation Management Training
Tools for Creative Problem Solving in Customer Service

Course Information

29 Sep 2017 (Fri)

  Venue   100 Orchard Road, Hotel Concorde
  Time   9am to 5pm
  Fees   S$600 | S$360 after PIC Grant 40%. 
Inclusive of tea breaks with light refreshments and buffet lunch with vegetarian / halal options
Download Registration Form
Serafin Lim at (65) 6720 3333 or email: serafin@aventislearning.com

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Service innovation involves rendering the best solutions, in the most cost-effective ways to clients, which impacts on the overall success of the organization. In today’s intensely competitive markets, forward-looking companies should create a culture that focuses on reinventing technology alongside effective sales strategies to ensure service innovation. This would not only generate more sales but also enhance customer retention.

Service innovation is made possible by customization, personalization and mobility for services. For instance, the rise of mobile internet has transformed service delivery over the years. The prevalence of digital payments using smart and connected devices unlocks possibilities and growth opportunities with proactive and touchless services.

The new services landscape is unlocking opportunities for innovation across industries around the globe. Service innovation is not only about mining data and applying the latest analytic techniques but also getting insights from customers, third parties and service representatives followed by implementing effective solutions. This contributes to creating fresh perspectives, cost-saving improvements and new revenue streams.

Companies must be passionate about innovation to bring it to life. Studies have shown that rotating employees periodically between roles or departments could cultivate an innovative mindset in them. Giving the front line more decision-making authority would also help them to resolve service problems more quickly. Yet, most companies do not put in as much effort into transforming services as they do with refining products.

With Service Innovation on the Plate, Significant Improvements are Possible.
Key Takeaways:

Participants will learn, discover & understand:

  • Challenges to creativity: Asking questions to encourage idea generation
  • Approaches to solving problems creatively
  • Links between creativity and service innovation
  • Impact of technology on service innovation
  • Evolving trends: Customization / Personalization; The rise of mobile internet; Other technological advances
  • Tools &/or training required to bring service innovation & solutions to life
  • Internal workings: Cultivation of mindset; Management attention; Allocation of resources
  • Causes of service inertia: Bureaucracy; Status quo; Company culture
  • Future of the new services landscape
Who Should Attend
  • Frontline staff, executives & managers from retail / hospitality industry
  • Consultants & professionals from service industries
  • Advisors & consultants offering retail, mobile & financial services
  • Employers & directors who want to foster an innovative mindset in employees
  • Individuals who aspire to join the service industries & make a difference
Trainer's Profile

Communication; Client Relationship; Customer Service Trainer / Speaker & Facilitator: Mel Nirmala
Mel believes that the most powerful tool is not education, but the MOTIVATION to educate yourself. Formerly a General Manager and Consultant with several MNC companies, her innovative ideas and creative methodologies have had remarkably helped several companies to reach beyond targeted P & L performances. Her expertise includes designing, developing and planning curriculums for Leadership Management, Sales & Marketing Strategies, Risk Assessment Plans, Customer Service and Communication Skills for multi-tiered demographics.

During her free time, Mel is always looking for ways to enrich herself and others through various media platforms. She enjoys topics like self-advancement and has been engaged as a Keynote speaker for seminars, conferences, award ceremonies and other corporate events. She has a warm and distinguished character of reliability with an unceasing gift for serving people in need.

Don't Miss It - Register Today!

To register, please DOWNLOAD REGISTRATION FORM or email to Serafin at serafin@aventisglobal.com

Participants will each receive a Certificate of Excellence.


29 Sep 2017 (Fri)

Venue Hotel Concorde, Orchard Road
Time 9.00am to 5.00pm
Fee S$600 | S$360 after PIC Grant 40%. 
Inclusive of tea breaks with light refreshments and buffet lunch with vegetarian / halal options
Enquiries Call Serafin (+65) 6720 3333 or email  serafin@aventisglobal.com
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