25

STJobs Workshop: Transforming Service Breakdown to Opportunities

Is the customer always right?

STJobs Workshop: Transforming Service Breakdown to Opportunities

-- SOURCE: ST STOCK PHOTO

What are some of your experiences with service breakdowns? Was it always a case of mismanaged expectations or over-inflated egos? Does the age-old adage ‘The Customer is Always Right’ still hold?

Participants of a workshop organised by STJobs in June entitled “Transforming Service Breakdown to Opportunities” attained enlightenment on a sticky situation organisations face – satisfying customers and handling complaints. Leading the group was Mr Louie Tai, who has 14 years of experience in training facilitation and consulting customer service interventions.

“Service breakdowns occur when there is a gap between customer satisfaction and service delivered. That gap can never be omitted and thinking that service breakdowns will never occur is a dangerous thought. What organisations can do is to acknowledge and try to minimise that gap,” established Tai.

“At the end of the day, it’s all about perspectives,” he continued. “Some organisations think they are always right and some customers do not get what they think they signed up for. Expectations get mismanaged.”

The session proved to be beneficial to participants like Mr Per Poh Soon from Premier Six Pte Ltd who was exceptionally pleased with what he learnt. “Tai was able to provide valuable insights to the various situations brought up during the workshop,” he said. “There was also a lot of interaction and engagement which made learning more effective.”

So back to the question of the age-old adage ‘The Customer is Always Right’. Does it still hold in today’s business environment? Not quite, says Tai. But that does not mean organisations are free from fault too. After all, it does take two hands to clap.

If you wish to be part of the seminars and workshops organised by STJobs, find out more here.

Back to Career Resources »

Related Articles

    SGX website revamp a step backwards

SGX website revamp a step backwards

Usually, an upgrade or revamp is good news because it makes everybody's life easier.

    Electronics sector remains upbeat

Electronics sector remains upbeat

But some urge govt watch on rising costs and shrinking talent

    NTU jumps 83 places in university ranking

NTU jumps 83 places in university ranking

Singapore's leading universities have climbed the ranks of yet another prestigious league table.

    STJobs Workshop: Unlock Your Personal Charisma

STJobs Workshop: Unlock Your Personal Charisma

Life is a popularity game. That is the unspoken secret of successful people and what separates the average person from the exceptional.

    STJobs Workshop: Guerrilla Marketing

STJobs Workshop: Guerrilla Marketing

Learn why some companies are moving away from traditional marketing methods

    Fewer workers went for training last year: MOM

Fewer workers went for training last year: MOM

End of incentive scheme, staff shortage cited as reasons