Customer Service Proposal
Note:
- If the Proposal does not conform to the format as specified, it may be returned to the participating company.
- Any proposal that has been previously submitted will not be accepted.
The proposal should be written concisely and as brief as possible.
1. Objective / Service Philosophy of the Company
What are the missions, objectives and vision of your company towards customer service excellence?
Note:
- You may mention the core service(s) provided by your company. The company background is suggested to be included in the appendix.
- The Proposal should only cover the details of customer service programme.
2. Overall Strategy & Implementation
2.1 Overall strategy of the programme (Why)
How is the routine customer service programme or new service programme developed?
For example:
- To achieve company's missions, objectives and visions
- Through identifying company's market position and segments
- To respond to customer expectation
2.2 What are the initiatives/activities of the customer service programme? What does the company aim to accomplish? (What)
You may include on-going programme, or new activity/programme (which should have been launched) in addition to the on-going programme, or combining both. These initiatives/activities should be able to:
- Through identifying company's market position and segments
- Enhance the knowledge and skills of staff, and provide incentive to encourage staff to deliver excellent customer service
- Provide value-added service to surpass customer's expectation
- Strengthen the communication between the company/staff and customers
- Improve the facilities/equipment/technology provided, or re-structure the service process to provide better service to customer
- Buttress loyalty of staff/customers towards the company
Note:
- Initiatives/activities mentioned in the Proposal should be associated direct or indirectly to enhance the level of customer service.
- The Proposal should focus on customer service initiatives/activities instead of the products or services offered for sale.
- Company should highlight the customer service features/ activities which are distinctive from others.
2.3 Implementation (How)
How are the programme going to be implemented?
You may briefly elaborate the ways to implement the programme, such as:
- What have been included in the service programme/activities
- Timeframe and ways of the programme
- Target participants of the programme, involvement of the management and staff, the other stakeholder/relevant partners, etc
- Other details of implementation as deemed appropriate
3. Creativity & Service Innovation
- Any changes/breakthrough made to traditional service processes/operations, such as innovative measures that help engage customers or new elements added to enhance customers’ experience?
- You may elaborate what would be the most distinctive and creative item(s) of your customer service programme/ activities throughout the processes from planning, formulation, implementation to measurement.
4. Assessment Mechanism & Results
4.1 The customer service programme should set out an assessment mechanism to measure the effectiveness of the initiatives/activities mentioned in the Proposal. The assessment mechanism may include:
- Mystery Shopper Assessment
- Feedback from customers
- Views collected from staff
- Assessment by external party, name of the association
- Others e.g. survey and data analysis
4.2 Results/Effectiveness as measured against programme objectives
- What are the results obtained from the assessment of the programme?
- Does the programme achieve the objectives as planned?
- Any changes have been observed to the customer satisfaction level?
- How can the results contribute to support a sustainable enhancement in customer service?
- Any award received at local or international level in the recent 2 years should be mentioned?
5. Cost Effectiveness & Sustainability
- Briefly elaborate if there are any actions to sustain or review the company’s service programmes/ plans so as to maintain high-quality customer service levels.
- Is your company satisfied with the relative effectiveness of the resources and manpower costs devoted to the service programmes/plans?
