Optimise Workforce for Service Excellence (People and Relationship Management) (Synchronous e-learning) (16 hrs) [14 - 15 December 2020]

1. Mystery Shopping Report
2. Customer Satisfaction Analysis Report
3. SQ Scan© Report
4. Qualitative Data Analysis Report
5. Employee Engagement Survey Report

Mystery Shopping Report

The mystery shoppers deployed are trained to use customised checklists / observational lists to perform data collection for your business. It is to assess and understand the service level rendered by your employees and the customer impression from every customer experience touchpoint.

Report highlights:

• Analyse the overall performance of the service team
• Determine areas of strengths and weaknesses in service quality
• Implement service quality initiatives and manage consistency within the organisation and more

Customer Satisfaction Analysis Report

Real-time information is gathered through various platforms to understand your current customer satisfaction levels and the perceived quality of products and services.

Report highlights:

• Customer Satisfaction Score
• Net Promoter Score and more

SQ Scan© Report

The SQ Scan helps your business to obtain an objective and quantitative assessment of the current state of customer experience as perceived by internal stakeholders (employees, managers, etc.).

Report highlights:

• Provide an objective finding on customer’s current CX, as perceived by internal stakeholders
• Identify strengths and uncover potential areas of barrier in delivering a unique CX
• Establish customer satisfaction levels based on a set of critical service quality dimensions and more

Qualitative Data Analysis Report

Qualitative data is collected through one-on-one interviews and focus groups with your senior management team, employees, and customers. The sessions with the senior management team provide insights into understanding expectations and challenges in the organisation’s journey to service excellence. We engage your employees from various departments and levels to gather data on current service culture and customer issues. Selected customers for the sessions will help you better understand the level of customer experience that they encountered.

Report highlights:
Understand and discover current experiences with your organisation in terms of strength and areas of improvement, not limited to the following factors:

• Customer expectations and current experience of service
• Customer’s perception of your competitors
• Service standards and standard operating procedures
• Challenges encountered by employees and more

Employee Engagement Survey Report

This report gives you a clear understanding of the employees’ perceptions and address their concerns.

Report highlights:

• Recognise strengths and identify areas for improvement, as perceived by employees
• Determine employees’ understanding and belief in the organisational MVV and objectives
• Measure employees’ opinion of success of current organisational policies and initiatives

• A comprehensive evaluation on the quality of organisation’s products and services in comparison with those of similar nature
• A guide to resolving service gaps and redesigning service processes for improvement
• A well-designed servicescape on various touchpoints
• A better service design and template for training
• New service standards that complement and correspond to the new journey maps