594

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

    New degree courses to raise SIT intake by 300

New degree courses to raise SIT intake by 300

Five are in fields related to health while a sixth is in smart transport

    LTA launches $12.5 million fund to develop, attract talent in public transport industry

LTA launches $12.5 million fund to develop, attract talent in public transport industry

The Land Transport Authority (LTA) has launched a $12.5 million fund to attract and develop talent for the public transport industry.

    Govt may extend scheme to boost productivity

Govt may extend scheme to boost productivity

Budget next month could also offer help for local firms to expand abroad

    Productivity policies 'may not be productive'

Productivity policies 'may not be productive'

Focus on process rather than product innovation not ideal, say economists

    Migrant workers 'still facing discrimination'

Migrant workers 'still facing discrimination'

Migrant workers face unequal pay and not protected by trade unions

    Does an MBA really help in your career?

Does an MBA really help in your career?

Some think it's useless, but others say it gives an edge