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Domain:
Service Delivery; Our Core Competencies
Content Type:
Classroom
Course Code:
CRSCM10
Who Should Attend:
You are a Singapore Public Officer in middle to senior management, involved in service delivery functions.
Programme Overview
As a public officer overseeing the Service Delivery function, you might be thinking "The fewer complaints, the better!" Seeking to minimise complaints is a good approach, and an even better one is to see complaints as opportunities to understand what can work better, and how to make it better for the citizens we are serving at a systemic level. With this new lens, you could potentially convert unhappy customers into advocates.
Sign up
for this Masterclass now to learn why complaints are important, what drives
customer satisfaction and expectations, how you can hardwire best practices
into your customer service policies and processes, and more.
Learning Outcomes
- Learn why complaints are important from a statistical, economic and social perspective
- Gain insights into the factors that drive customer expectations and impact customer satisfaction
- Discover how to hardwire best practicies into your customer service policies and processes
- Manage emotionally charged and unruly customers
Last updated:
Session 1:
Why Feedback and Complaints are Important?
- Establish the importance of complaints from a statistical, economic, and social perspective.
What factors drive Customer Satisfaction?
- RATER and COE framework and best practices to highlight the key issues customers across different sectors take into account.
Session 2:
What factors drive Customer Expectations?
- Understanding the sources and nature of expectations.
- Sharing of Customer Expectations Framework and best practice examples to highlight the key issues customers across different sectors take into account.
Session 3:
Preparing to Deliver Customer Satisfaction
- Understanding an organisational perspective of what it takes to deliver customer satisfaction consistently in an economically feasible fashion.
- Discussing the organisation structure, culture and KPI related issues that are important in delivering customer satisfaction.
Session 4:
Organising and Manage Complaints and Service Failures
- Understanding of the customer-facing employee’s perspective in managing customer complaints and service failures.
- Exploring concepts of empowerment, emotional labour, and protocols for managing challenging situations, such as, emotionally charged and unruly customers.
8.00 hours