Leading Service Excellence

Do you lead customer service operations? Are you a business leader or strategist who needs to link brand promise to brand reality? 

The workshop will help you to deliver challenging business objectives and change programmes by establishing the context and constraints for your customer management operation.

Who should attend?

The programme is aimed at customer service leaders, business directors and strategists including senior managers from marketing, customer service and sales functions.


• Tools and techniques to drive business through a service-led operation

• Address specific challenges faced by your organisation and considered possible solutions

• Greater understanding of customer service metrics and key performance indicators to analyse performance and drive change

• The ability to build relationships with inspired customers that trust your operation and find it easier to do business with you

Learning Objectives

• How to align your service operation to your organisation’s business strategy

• How Customer Experience drives business and how to measure it

• The importance and practicalities of getting buy-in to your Customer Experience strategy

• How to plan Key Performance Indicators

        o How to fulfil your organisation’s brand promise

        o Common challenges and how to overcome them

        o What is business critical

Course Outline

Customer Service Operations and Business Strategy

• Common challenges

• Four things a business must get right

• What is business critical

Customer Experience and Business Performance

• Customer Experience and how to measure it

• Getting buy-in

Managing Customer Contact

• Multichannel strategies

• Right first time service

• Cost v risk

Leading a Service Operation

• 4 ‘V’s of operations management

• Strategy and performance

• Priorities and trade-offs

• Forecasting demand and calculating staffing levels

Resourcing strategies

• Levelling

• Chasing

• Smoothing

Measuring customer operations performance

• Key performance indicators

• A customer ‘flight deck’

• Diagnosing performance issues

Profiting from customer insight

• Defining insight 


Leading Service Excellence – strategy into action

• Designing  service strategies to fulfil your organisation’s brand promise

• Action planning

Course Information

Course length and dates: By arrangement

Venue: Professional Development Centre, Toa Payoh

Course Fees: On request