Service Excellence
Develop a service framework to manage and address service challenges as well as collaborate with relevant partners to deliver service excellence
Type
Functional
Competency Area
Customer Experience
Levels
Enhance the customers’ experience
Identify the diverse range of customers and their needs and expectations
Recognise the impact of and persona on the organisation
Project a professional image and persona
Demonstrate effective communication skills when interacting with customers
Demonstrate the qualities and characteristics of a service professional when delivering go-the- extra-mile service to exceed customer expectations
Create a positive customer experience by offering customised and personalised service
Escalate feedback on areas of improvements to enhance the customer experience one’s professional image
Deliver all aspects of customer service
Interpret customers’ needs using appropriate interpersonal skills
Greet customers and accordance with organisational requirements
Provide prompt service to address customer needs in accordance with organisational requirements
Identify and follow up opportunities to increase the quality of service
Document all customer feedback according to organisational standards, policies and procedures establish rapport in
Build customer confidence in the organisation
Promote a customer- centric culture within the service environment to achieve service excellence
Enhance knowledge of organisation’s service offerings and customer profile on a continuous basis
Establish customer rapport to build customer confidence
Respond to service opportunities and escalated service challenges to reinforce customers’ confidence in the organisation
Establish and maintain relationships to enhance service excellence
Establish and maintain relationships with service partners to enhance service excellence
Share with service partners the organisation’s service standards and key performance indicators (KPIs) for service partners
Share industry knowledge and experience with service partners
Assess performance of service partnerships to identify areas of improvement
Implement continuous improvements to strengthen relationships with service partners
Communicate reasons for continuous improvements to service partners
Communicate continuous improvements to team
Obtain feedback from service partner on improvements
Monitor service partners’ performance after implementation of continuous improvements
Establish partnerships to deliver service excellence
Update service partners on the organisation’s vision, mission, values and customer-focused strategy
Establish value creating partnerships with service partners to achieve organisational service excellence
Develop clarity and reasons for partnership
Develop and maintain trust which may include
Create clear and robust partnership arrangements
Strengthen collaborations with service partners to enhance performance to achieve the organisation’s service standards
Evaluate performance of service partners and their contributions to the organisation’s service standards