Influencer Session on “Sustaining a Service Culture for Competitive Advantage”.

An effective Quality Assurance Programme drives a variety of strategic objectives including enhanced Customer Experience, better frontline engagement, empowered team leaders, improved training curricula, and on-going innovation in quality standard. It begins with the understanding of a culture of service, strong service vision, the development of clear standards and the provision of continuous measurement and improvement.

We were pleased to be invited to share the HR best practices in attracting, retaining and developing front liners in achieving organisation’s customer experience strategy in the Influencer Session on “Sustaining a Service Culture for Competitive Advantage”.

Together with two other distinguished panel members, Shree Bala, Head of Customer Service Department at Domino’s Pizza Malaysia & Singapore and Mona Sinniah, Associate Faculty, Othman Yeop Abdullah Graduate School of Business, University Utara Malaysia in supporting Daniel Ord’s “Designing Quality Assurance Programme for Customer Service Excellence” organized by Othman Yeop Abdullah Graduate School of Business, University Utara Malaysia.

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