The Service Quality and Innovation in the financial Sector programme introduces the dimensions of service quality and how to build quality into organisations that provide financial services to their teeming clients. This course covers knowledge and application skills in championing a service innovation culture within the organisation. It involves the establishment of a service innovation strategy to provide directions that initiate the development of operating systems, policies and processes to support service excellence and innovation. It also involves evaluating the service innovation strategy and its impact on the organisation’s internal and external key performance indicators.
Having completed this course you will be able to:
This Service Quality and Innovation in the financial Sector training programme encourages delegate participation through a combination of lectures, group discussion, practical exercises, case studies, video clips, and breakout sessions designed to reinforce new skills. The comprehensive course manual has been developed to be practical, easy to use and facilitate learning.
The course will be conducted through online LIVE streaming via Zoom. Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.
Developing a top-down customer-centric culture
Recognise the importance of service innovation in the organisation
Generate potential service innovation ideas to transform the customer experience
Evaluate potential service innovation ideas according to organisational evaluation criteria
Present mock up of service innovation ideas to stakeholders
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