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Programme Leader:
Mr Leong Siew Loong
This is a critical system in any organsiation’s operations that gives a
reason and meaning for it’s existence.
These are the key elements of a winning Service Quality Management
programme:
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Customer Value Stream, Brand Promise and Service
Standards Pre-requisites
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Service Model, Culture and Mindset Building
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Deliberate and Opportunistic Service Strategies
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Hassle-Free Processes for Customer Delivery and Internal Support
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Service Staff Selection, Care & Retention Policies
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Lean Organizational Structure for efficient Execution and Ownership
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High-Visibility Management Tools for Close-loop Service Tracking
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Empowered but Cost-effective Service Recovery
Procedures
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