Champion a Service Excellence Ethos (16 hrs) by MDIS

• Design a customer-focused strategy that is in line with the organisation’s vision, mission and values
• Advocate the service excellence ethos to obtain buy-in from internal stakeholders
• Evaluate customer-focused strategy to determine corrective actions
• Update the customer-focused strategy in line with market trends and opportunities

Design a customer-focused strategy that is in line with the organisation’s vision, mission and values

• Develop a strategy that includes medium to long term goals, plans to enhance customer experience, resources to achieve the strategy and metrics to measure achievement
• Consider factors such as customer segmentation, market trends, competitors’ strategies, economic outlook and environment factors
• Employ techniques such as benchmarking, competitor analysis, SWOT, PESTLE and scenario planning

Advocate the service excellence ethos to obtain buy-in from internal stakeholders

• Decode service excellence ethos from the vision, mission and values of the organisation
• Advocate a service excellence ethos by creating a customer centric culture, establishing tangible targets and desired behaviours, and recognising individuals and teams
• Obtain buy-in from internal stakeholders by engaging respective stakeholder group and communicate appropriately to audience of different seniority, background and concerns

Evaluate customer-focused strategy to determine corrective actions

• Make regular visits to operations floor to monitor progress, review performance reports and perform gaps analysis
• Review customer feedback and benchmark against industry key service indicators

Update the customer-focused strategy in line with market trends and opportunities

• Monitor market trends such as social and political development, legislative changes, government initiatives, emerging technology and industry alliances, mergers and acquisitions
• Make changes to short and long term goals, processes and infrastructures, service indicators, resources requirements, benchmarking standards and marketing strategies

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

This course is suitable for vice president, customer experience directors, regional directors, and marketing and communications directors.