Skip to Menu Skip to Search Contact Us Hong-Kong Websites & Languages Skip to Content

Introduction

Service Excellence Program – SGS Touch RATER is a program has been established to enable organizations to uplift the service standard, build service excellence culture and enhance loyal customer base. Through this service excellence program, organization can aims to provide service exceeding customer expectation and build partnership with customer and ultimately increase 'Earning Power” of organization

Benefits

Through the following activities, organization can ultimately increase 'Earning Power” :

  • Touching Service Design : To innovate and redesign service standard through
     systematic and interactive workshops. Impressive “touch experience” is the main
     element to develop people relationship and create word of mouth.
  • People Development and Recognition : To develop management and frontlines with
     competence and knowledge of service excellence leadership and recognize staff
     performance through personal certification (CSO – Certified Service Officer, CSE –
     Certified Service Executive, CST – Certified Service Trainer). Excellent staff can only
     deliver excellent services
  • Customer Experience Index Analysis and Performance Tracking: Through a
     systematic analysis approach, an organization can find out the critical touching
     elements throughout their customer experience journey. That can further enhance
     the core value of consumers.
  • Process Excellence: To optimize the service process value by increase the process
     accuracy, shorten cycle time and reduce inventory


We have different pre-course analyses to address your training needs and set clear training objectives that aim to deliver the best training and obtain optimum result.

  • Mystery Shopper Analysis: To assess the level of compliance with industries 
     standards and define proper training
  • Persona's Survey: To get feedback from staff, peer and supervisor, and deduce
     training model and method to fit the delegate

For further information, please contact:

Systems & Services Certification
t: +(852) 2765 3620

ABOUT SGS

SGS is the world’s leading inspection, verification, testing and certification company. SGS is recognized as the global benchmark for quality and integrity. With more than 75,000 employees, SGS operates a network of over 1,500 offices and laboratories around the world.