Global Service Challenges

Please go to http://loveyouwrongtime.wordpress.com/ for more. Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com Love: Some cupcakes have cream toppings that are too thick or sweet, or a cake base that could be tasteless. This was NOT one of those instances, and the moist red velvet-flavoured cake base against a soft-white cream cheese topping reminded me of ying and yang. It offered a balance to my palette and was not dry at all. I don’t think many Singaporeans have heard of a red velvet cupcake, but this is a very popular cupcake flavor in the US and I thought that Whips pulled it off easily. I might come back for more! Did not love: It’s so hard to find cupcakes in Singapore that are as good as Magnolia in the US though. Does anyone know any good cupcake places? PLEASE share with me! Rate: 8/10

Exploring What Your Customers Really Want Today & Tomorrow Beyond What You Think You Are Already Doing Well ,[object Object],Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com

PEOPLE 1) Were The People You Interacted With Professional – Did They Make You Feel Valuable, Were They Knowledgeable & Competent At Their Job? 2) Were The People You Interacted With Personable – Were They Welcoming, Warm, Friendly & Likable? 3) The People You Interacted With Problem Solving – Were They Willing To Assist You, Address Your Challenge & Find A Solution? Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com

PRODUCTS & SERVICES 1) Did You Get Ample Choice Of Products And/Or Services? 2) Did You Have The Option Of Customizing The Products And/Or Services To Meet Your Specific Needs? 3) Did The Products And/Or Services Work As Promised? 4) Did The Products And/Or Services Ultimately Meet Your Needs? Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com

PROCESSES, PROCEDURES & POLICIES 1) Were Their Processes Timely? 2) Were Their Procedures Convenient? 3) Were Their Policies Flexible? Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com

PHYSICAL & VIRTUAL ENVIRONMENTS 1) Was The Physical Environment Inviting & Ascetically Appealing? 2) Was The Physical Environment Designed For Your Convenience And Comfortable To Be In? 3) Was The Virtual Environment Easy To Access, Well Laid Out And Simple To Get Around? 4) Was The Content In The Virtual Environment Up-To- Date, Accurate & Relevant? Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com

OTHER COMPONENTS 1) Was There Congruency Between Their People, Products & Services, Processes, Procedures & Policies, Physical & Virtual Environments? 2) Was Your Overall Experience Value For Time & Money? 3) Are You Likely To Go Back And Experience This Organization Again? 4) Would You Recommend Others To Engage This Organization? Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com

Use The Above To… Identify The New Problems In Service - The Dimension Of New Insatiable Experiences Chart The New Solutions In Service Your Organization Needs To Embark On Right Now Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com

Thank You! ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com

Global Service Challenges

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