FREE TALK: The New Normal: Customer Service is Giving Way to Customer Experience (1 PMI® PDU)
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Topic: [FREE TALK] The New Normal: Customer Service is Giving Way to Customer Experience
(1 PMI® PDU)
Presenters:
William Lim & Calvin Chan
[co-author of “A new concept: Responsible Service” in Tata’s TMTC Journal of Management, 2013]
Workshop Logistics:
Date: 16th March 2021 (Tuesday)
Time: 8:00pm to 9:15pm
Joining link will be emailed to REGISTERED PARTICIPANT a day before the session.
Workshop Synopsis (Abstract):
Scrambling through the Movement Control Order or social “locked down” was a whole new experience for all of us whilst our society is now living in the new normal. Covid-19 has changed the fundamental way we live, work and play in an unprecedented manner. It is imperative that service providers in the services sector – hospitality, healthcare, transportation, travelling, e-Commerce, telecommunication, banking and financial, are adjusting and adapting to the new normal.
In this unprecedented market situation, service providers in any essential sector are experiencing tremendous pressure and stringent restrictions (i.e. Movement Control SOP) to operate their business and deliver uninterrupted services to the customers as usual as possible.
This new normal had transformed the market environment where customers expect a “heavenly-king” like experience with safe, secured, hygienic and personalised services delivered where they want, when they want and the way they want.
Today’s customer demands dictate speed of response, ever-changing requirements, bespoke offerings and all of it at scale. Customer service is giving way to customer experience where “service” is no longer a commodity, but the grave “moment of truth.”
The moment of truth is simply any interaction during which a customer may form an impression of your brand, service or product. This impression may be either positive or negative. When the impression is negative, there are lots of opportunity for customers to complain about you or your company. Wouldn’t you, rather they say “how WONDERFUL your company are?”
As a service provider, you are bound to comply with SOPs while delivering your services to customers in a safer, more reliable, better than ever way to keep them HAPPY and be LOYAL to your company. To create the great “moment of truth” for your customers, you need to find a pragmatic solution. The proposed solution is:
DNA for Organisational Service Excellence through Blueprinting
The key discussion points and summary take away for the talk will be as follows:
- What is Service Design?
- Why “Service Design”?
- The practical technique for Service Design
- Importance of delivering exceptional great moment-of-truth
Program Flow:
8:00pm – 8:05pm: Introduction
8:05pm – 8:10pm: What is Service Design?
8:11pm – 8:15pm: Why Service Design?
8:16pm – 8:30pm: Practical technique for Service Design
8:31pm – 8:40pm: Importance of delivering exceptional great moment-of-truth
8:45pm – 9:05pm: Question and Answer
9:06pm – 9:15pm: Conclusion & End
Presenters Bio:
William Lim is the co-developer for “DNA for Organisational Service Excellence through Blueprinting”. He is one of the pioneer graduates of the Service science, management and engineering (SSME) programme from the University of Science, Malaysia. Lim was awarded Dean’s list for MBA (SSME) from USM. He holds a Postgraduate Diploma of The Chartered Institute of Marketing, United Kingdom. With over 20 years of career experience in manufactured goods and services’ business development, sales & marketing management, Lim has vast experience in international marketing and customer relationship management. He is a member of the International Society of Service Innovation Professionals (ISSIP) and Special Interest Group in Education & Research ISSIP. Lim is the co-author of “A new concept: Responsible Service” in Tata’s TMTC Journal of Management, 2013
Co-Presenter Profile:
Calvin Chan is a PhD Candidate at the International University of Malaya-Wales. He is one of the pioneer graduates of the Service science, management and engineering (SSME) programme from the University of Science, Malaysia. Chan was nominated for USM’s best master/mixed mode student award 2013 and awarded Dean’s list from USM and holds a Bachelor of Management (Hons), USM. With over 20 years of management experience in education and telecommunication services industry, Chan has vast experience in sales and customer service. He is a member of the International Society of Service Innovation Professionals (ISSIP). Chan is the co-developer for “DNA for Organisational Service Excellence through Blueprinting” and co-author of “A new concept: Responsible Service” in Tata’s TMTC Journal of Management, 2013.
