Introduction
Globalization has truly made this a smaller world. Customers are now more aware. Customers have higher expectations. Customers have more choices. These challenges make it even more critical for a company to be able to stand out among the crowd, to be able to differentiate itself from the rest, and to be noticed for the right reasons. More often than not, the way you treat your customer is the only way you can differentiate yourself. Today’s competitive environment demands nothing less than excellence in customer services!
Given this heightened awareness, even the Malaysian government is now asking its departments and agencies to improve their service delivery and at the same time impressing upon the private sector of the need to enhance their customer services.
As such, Focus Learning is proud to bring to you The 2007 Malaysia Service Excellence Conference & Focus Learning Service Challenge Award. This two-day event is dedicated to all Focus Learning clients to share their journey in managing the total customer experience. This event is also opened to all organizations who believe in the importance of making the total customer experience an essential part of their organization culture.
The theme for this year is Transforming Customer Service into a Total Customer Experience.
The event will enable you to learn and discover service practices from experienced individuals and speakers of best-in-class organizations. Meet and exchange ideas with professionals who have successfully deployed customer service best practices, systems, and strategies. Also, see for yourself some of these service practices being re-enacted by participating organizations in a friendly and competitive atmosphere.
‘The 2007 Malaysia Service Excellence Conference’
The 2007 Malaysia Service Excellence Conference will see experienced individuals and speakers from best-in-class organizations discussing service excellence in their organizations. The talks will cover topics focused on:
‘Focus Learning Service Challenge Awards’
The second day will see organizations participate in our Focus Learning Service Challenge Award. It is a unique event whereby organizations will showcase their frontline staff capabilities and expertise in providing service excellence.
Each team, representing their organization, will re-enact a pre-selected customer service practice within an agreed time period and in front of a panel of judges. A panel of judges will then rate the presentation based on an agreed set of service excellence criteria. An organization may send more than one team.
Focus Learning Service Challenge Award thus provides organizations with a platform to benchmark their service standards against other organizations in friendly competition. It is also one way to reward your customer service representatives for their service excellence efforts at the workplace. It is also the perfect opportunity for customer service practitioners and organizations from different industries to share and exchange ideas on how to enhance service excellence.