Analyse Service Quality and Customer Satisfaction (16 hrs) by MDIS

• Analyse service quality and customer satisfaction results to determine the organisation’s performance
• Communicate findings and results to relevant stakeholders
• Implement improvement plans to close service performance gaps

Analyse service quality and customer satisfaction results to determine the organisation’s performance

• Analyse service challenges to ascertain patterns that impact service quality and customer satisfaction
• Review customer data from multiple sources such as mystery audits and customer relationship management systems to identify areas for service enhancements
• Analyse service quality and customer satisfaction data against organisation benchmarks and industry standards by using methods such as internal benchmarking and functional benchmarking

Communicate findings and results to relevant stakeholders

• Use appropriate platforms such as team meetings, workshops or pre-shift briefings to communicate to senior management, board of directors, service coaches and service professionals

Implement improvement plans to close service performance gaps

• Obtain endorsement on improvement plans
• Establish cross-functional work groups to implement improvement plans which may include review of policies and processes, job redesign and capability development
• Refine organisation’s policies and procedures
• Communicate improvement plans to staff

Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, videos, and case studies.

This course is suitable for customer experience managers, store / branch managers, heads of departments, and outlet managers.