Customer Experience: 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.