Customer Service
Customer Service
Project Task
Using your (employed) organisation in Singapore, as a case study for this project and the customer service concepts that are shared in class such as RATER, service profit chain, etc. audit the level of service culture of the selected organisation.
Evaluate and present the company’s service culture. Some things that you can consider are:
• What are the company’s vision, mission, philosophy and values?
• What are its HR policies with regard to hiring, training, benefits and incentives, etc.?
• How do they measure customer satisfaction? What metrics, if any, do they use?
• What is the organisation’s service strategy?
• What is/are the customer experience(s)?
• How does the organisation’s service culture set it apart from its competition?
• Analyse and make recommendation(s) of how to improve the service culture.
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