Case Study 1: Mapping Customer Service Experiences

Our client is a privatised unit that supplies piped gas to over half a million customers in Singapore. In line with the opening up of the Gas industry, it is expected that it will face competition in the coming years. It is thus imperative that they differentiate themselves by providing a superior customer service experience that attracts and retains its customers. The client is keen therefore, to define a distinct service experience and ensure that this is consistently rolled-out to its customers.

  • Develop desired service culture
  • Define the customer experience and processes
  • Develop service standards and behaviours
  • Train all staff and contractors to deliver the customer service experience
  • Propose performance management criteria based on new standards


  • Leadership Visioning workshop
  • Focus groups to draft process maps
  • Develop and deliver training sessions
  • Performance Management system


Key Outcomes:
  • Clear service process maps and standards
  • Desired behaviours (including emotional experiences)
  • Management and Supervisors' ownership of processes
  • All leaders and staff trained to deliver the experiences