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The Service E.D.G.E : Enriching & Delighting Guest Experience
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| Program Introduction |
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- Achieving a total ‘customer-driven organization’ needs intervention from many perspectives; process, technology, system and people. This program is designed to directly support the implementation and realization of the organizational vision and mission to achieve and exceed customer satisfaction through the ‘people intervention’.
- The backbone of this program is known as the ‘Standard People Practice’ (SPP) of which every member of the organization is required to demonstrate a set of expected behaviors when interacting with external and internal customers.
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| Program Objectives |
- To identify the organization’s service gap in providing the service excellence to the clients; and To develop the desired service excellence practices, known as the ‘Standard People Practice’ for the frontline staff
- To design the Service E.D.G.E Blueprint and Road Map in providing the world-class service to customers
- To initiate, organize & monitor the implementation of the Standard People Practices at all levels.
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| Program Model/ Framework |
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| Clients |
- Bank Muamalat
- Bank Rakyat
- Bank Pertanian Malaysia
- Tabung Haji Travels & Services
- Lembaga Tabung Haji
- Securities Commission
- Sarawak Electricity Supply Corporation
- Syarikat Air Terengganu (SATU)
- TNB – ILSAS
- Urusan Teknologi Wawasan (UTW)
- Selangor Medical Centre
- National Heart Institute (IJN)
- Ampang Putri Specialist Hospital
- Petronas Corporate Security Division
- MARA Liner
- Saujana Golf
- Cycle & Carriage Bintang Berhad
- Telekom Sales & Services Sdn Bhd (TSSSB)
- Clickers – TMNET
- Malaysia Airports Berhad
- Malaysia Airlines
- University Technology Malaysia
- International Islamic University Malaysia
- Bahrain Telecommunication Company (Batelco)
- Telekom Brunei Berhad (TelBru)
- Bank Buana Indonesia
- DST Communications Sdn Bhd (Brunei)
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