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Service Performance

“We are what we repeatedly do. Excellence then is not an act, but a habit.”
---------- Aristotle


Service Excellence is a concept. Organisations that want to improve their service delivery and customer relations are really striving to improve their service performance.

Achieving a consistent and sustain service performance requires a holistic approach that integrates service into all the organisation’s functions: leadership, human resource management, people development, staff retention,
renumeration and rewards, operations systems, culture and values etc.

DistincTions Asia has established and implemented a proven Service Performance framework that looks at service as part of an organisation’s functioning rather than as a stand-alone component.

Service Performance Framework
   
Entrenchment
 
Operationalisation
 Service Rallies
– periodic rallies to reinforce service awareness & celebrate achievements

Customer Survey
- help re-design customer survey to capture practice of service values

Mystery Audit
– external party to audit application of service values

Service Coaching
– periodic assessment and feedback by internal assessors & coaches
– Service Quotient Scorecard

Reward and Recognition
- Service Star Spotting
- recognise and reward good service praactices on the spot
- Renumeration
– variable salary & bonus for service
-Service Awards
Standardisation
 Selection
-Scenarios and Role Plays
-Observation
Profiling tools

Customised Learning applying the service intent & standards
-Orientation program
-Customer Relationship Skills program: classroom & on-the-job
-OJT Instructor & TTT program
-Service Assessor program
-Master Coach program
-Service Management Program
-Servant Leadership program
-Coach-The-Coach
-Mentoring initiative

Career Planning
Career Progression Roadmap
Internal Promotion
Service Values & Intent
– guiding service intent and values

Service Blueprint Maps
-Customer Experience
-Customer Interaction Flows

Service Standards
-Outcome KPIs
-Behaviors
-Language
-Scripting
-Strategy
-Process/Product
 -People
-Leadership
 -Culture
-Measurements


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