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CUSTOMER SERVICE PERFORMANCE
v 1.0 2015
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Customer Service Performance Framework
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Certified Customer Service Performance Professional Kuala Lumpur, Malaysia 2015 editions: 6 - 8 May 28 - 30 October
Recover up to 100% of training costs via the Human Resources Development Fund The HRDF starts the up-skilling of Malaysian workforce by allowing employers to receive financial assistance up to 100% to cover the training cost incurred, at both regional and international level. For terms and conditions please refer to page 6. Maximize your customers’ satisfaction, loyalty and advocacy by enhancing your Customer Service Performance!
Over the last 6 years, The KPI Institute team focused on developing an integrated framework for improving your organization’s performance in Customer Service. This effort resulted in: A database of 138 Customer Service KPIs; A database of over 1000 KPIs from industries where Customer Service is vital (call centers, hotels, restaurants, retail etc.) Tens of articles and other research materials on customer service, published on PERFORMANCE Magazine; A comprehensive collection of customer satisfaction surveys, with our experts’ comments; The toolkit necessary to facilitate the performance in your organization’s customer service.
3 Key Business Benefits Deliver responsive and engaging services by implementing, sustaining and evaluating an architecture of customer service performance in your own organization; Gain the recognition, loyalty and advocacy of your external and internal customers; Attain high behavioral standards and ensure the usage of relevant channels and instruments in your customer service. “I contacted The KPI Institute for an in-house training with my team. We found both the material and the way of explaining concepts by doing examples invaluable. I would also say that this is a great value for money if you want to build the competency within your organization.” Fahad A. AlFaadel, Saudi Food and Drug Authority, Saudi Arabia Info at: www.kpiinstitute.org | AU: +61 3 9028 2223 | UAE: +971 4 311 6556 | MY: +60 3 2742 1357 | RO: +40 3 6942 6935