Theme-Based Learning: Service Excellence

ABOUT THE CLIENT
Private Utilities Provider in Singapore

AIM
This is a massive staff engagement and training project for all the frontline personnel as well as contractors of the company totaling about 240 personnel. The aim is to leverage on customer experience as a market differentiator and to instill a sense of pride in operational partners as ambassadors of the brand.

The engagement was designed to create awareness of the company’s service intent and for the individuals to accept their roles in achieving that. Staff were aligned to pre-defined operational service behaviors through experiential activities and role plays.

RESULTS
To validate the effectiveness of the programme, quarterly audits have been conducted on the service levels of the front line staff. Since undergoing training, the audit findings have shown significant improvements on the service levels. The staff have also understood the expected behaviours of the service values and are well-equipped to deliver!

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