Sample Clients:
Cisco, CityGas, Linde-Xiamen Forklift, Singapore Changi Airport, Singapore Customs, Singapore Zoological Gardens, SingHealth Group,
Tanah Merah Country Club |
Our client is a privatised unit that supplies piped gas to over half a million customers in Singapore. In line with the opening up
of the Gas industry, it is expected that it will face competition in the coming years. It is thus imperative that they differentiate
themselves by providing a superior customer service experience that attracts and retains its customers. The client is keen
therefore, to define a distinct service experience and ensure that this is consistently rolled-out to its customers.
Objectives of Programme:
Objectives of Engagement:
• Develop desired service culture
• Define the customer experience and processes
• Develop service standards and behaviours
• Train all staff and contractors to deliver the customer service experience
• Propose performance management criteria based on new standards
Methodology:
• Leadership Visioning workshop
• Focus groups to draft process maps
• Develop and deliver training sessions
• Performance Management system
Key Outcomes
• Clear service process maps and standards
• Desired behaviours (including emotional experiences)
• Management and Supervisors’ ownership of processes
• All leaders and staff trained to deliver the experiences |
