To surpass public expectations of customer service the Singapore Ministry of Manpower (MOM), a government department responsible for manpower policy, recognised that efficient and effective service delivery, new value creations and delightful service experiences were critical elements. Customers were segmented, the requirements of each segment identified, and customer listening and learning strategies were put in…

BPIR Categories

1.3.1 Build customer relationships
1.1.1 Customer performance/satisfaction measurement
1.3.2 Determine & provide customer contact mechanisms

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