EON Consulting & Training Pte Ltd
Service by Design: Creative Thinking for Customer Satisfaction
Course Level
Early CareerCourse Duration
1 DayIndustries
Customer Service / ReceptionistsFunding
No FundingCourse Introduction
This workshop equips participants with service innovation, design thinking tools and adoption strategies to reimagine service delivery, close performance gaps, and drive measurable improvements in customer satisfaction.
After the workshop, you will be able to:
Understand the principles of service innovation and their impact on customer experience
Apply design thinking to identify pain points and create customer-centric service solutions
Use tools such as customer journey mapping and service blueprinting to redesign service processes
Strengthen creative problem-solving skills using proven innovation techniques like SCAMPER
Lead and sustain a culture of continuous improvement and service transformation
Who is this Course for?
– Managers in service industries (hospitality, retail, healthcare, banking, transport) who lead customer experience and service innovation
– Innovation champions focused on improving or redesigning service processes
– Professionals preparing for leadership roles in customer-focused organizations
Course Outline
1. The Future of Service Innovation
Explore the trends reshaping service experiences and learn from leading global innovators
2. Foundations of Design Thinking
Discover the five stages and key principles of design thinking
Apply them to redesign real-world service scenarios
3. Understanding the Customer Experience
Use customer journey mapping and service blueprinting to uncover gaps and opportunities
4. Creative Problem Solving
Translate customer pain points into actionable “How Might We” problem statements
Boost innovative thinking through engaging activities and the SCAMPER framework
5. Driving Implementation and Change
How to lead and sustain a culture of innovation and manage transformations effectively
Pricing
Pricing Details A *Fee SG Citizen Aged 21-39 or SG PR aged 21 & above.
$400 exclu GST
$36 GST
$436 inclu GST
Pricing Details B *Fee SG Citizen aged 40 & above.
$400 exclu GST
$36 GST
$436 inclu GST
