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PROCESS
Utilising a tried and tested methodology to align the organisation’s
critical business processes with its service strategy, the
SQ Process element involves fundamental re-thinking and redesigning
of the organisation’s service delivery processes to attain
the customer specified service standards (as defined by the
SQ Strategy element).
Not
stopping at enhancing the service experience, our process
redesign, will further usher in improvements in quality and
timeliness to enhance the service experience.
We
will equip and assist you in the implementation of the process
and organisational changes. Our consultants will guide your
organisation to manage this change smoothly.
If you would like assistance in the following, please contact
us:
Blueprinting Customer Experience
Creating a delightful Customer Experience is a priceless asset to build a
successful business. To achieve supreme level of Customer Experience,
organisations will have to constantly realign their business processes to
better meet those expectations. Through partnering with organisations,
Service Quality (SQ) Centre strives to translate your Customer Strategy into
specific Business Process and establishing service standards that would
translate into desired returns. Our consultants will guide your organisation
through the blueprinting process, appreciating the uniqueness and
individuality of each organisation.
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Customer Satisfaction Measurements
This activity based training will derive outcomes through a facilitated learning process.
Participants will be provided with practical exercises and business scenarios to be completed in small teams.
After they have attempted to resolve the issues, the trainer will provide reflection checkpoints to review the
lessons learnt. The participants will be involved in the activities and engaged in multisensory learning for effective
performance.
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Service Standards Setting
SQ Centre will aid your organisation to identify, set and communicate
your service standards. These standards include the support and backroom activities that are normally invisible to the
customer as well as the transactional activities that have a direct impact on your customers. These service standards
serve to:
- Communicate desired levels of performance
- Achieve consistent service levels in daily operations
- Provide an objective tool for evaluating performance
- Serve as inputs to guide training and orientation of any
of your new staff
Service Audit
SQ Centre will also assist your organisation to assess the quality of your customer contact interfaces. These include activities such as telephone audits or mystery shopping. This will ensure
that a high level of service is maintained.
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