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+91 22 27881421, 27891421
+91 22 27550560, 27550452

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contact@tridenttrainingsystems.in

 

Service Management

Total Service Quality Solutions

Overview of Our Service Management Solutions:

TRIDENT TRAINING SYSTEMS has worked with reputed organizations from various industries, including ones from the service industry, we have immense expertise in the area of service management. We assist organizations from various diverse industries to be a service leader in their industry by providing a wide range of services to give them the service edge and to deliver value to their customer. Our services include:

SERVICE MANAGEMENT AUDIT

All the organizational offerings and the way it is offered needs to be periodically audited to ascertain their effectiveness in getting the desired results for the organization by delivering the expected value to the customers.

The Audit results provided by us gives the organization with the necessary inputs to bridge the various gaps that exists between customer expectations, employee understanding / expectations / perceptions and the organization’s expectations / perceptions.

TRIDENT with its vast experience of more than a decade of managing service deliverables for various clients is the best resource in providing comprehensive turnkey Service Audit services.

We conduct service audit for organizations from all industries including manufacturing, where service becomes a major differentiator and is a critical factor in customer satisfaction and customer retention.

CREATING A SERVICE VISION

We assist organizations to create a clear service vision for the organization, which becomes the goal for the entire organization to achieve to deliver optimum value to the customer.

DEVELOP THE SERVICE STRATEGY AND SYSTEMS

We develop the service strategy for the organizations to assist them in their endeavor to be the service leader in their industry. We help them to zero down on the Services and Service offered by them to attain their goals of either Operational Efficiency or Product Leadership or Customer Intimacy.

Once we freeze on the service strategy we also evaluate the feasibility of the existing systems to implement the service strategy or create / modify the systems to attain the desired service objectives.

DEVELOP THE CUSTOMER VALUE PACKAGE

We will assist the organization to create a Customer Value Package keeping in mind the customer expectations and what the organization can deliver to the customer. This will ensure that the offerings made by the organization are perceived as Value by the customer and develops loyalty to the organization and its products / services.

SERVICE PROCESS MAPPING AND PROCESS REENGINEERING

We map the service delivery process and zero in on the fallacies of each of the processes and modify the process as need would be. We also assist the organization to create new processes as per the service strategy of the organization and keeping in mind the Value Package for the customer.

TRAINING AND DEVELOPMENT

Our in-house team of experienced service trainers will identify training needs of the organization and formulate training programs and workshops to upgrade the quality of service providers. We adopt a top down approach of training the organization starting from the top team to the frontline service delivery personnel, to ensure superior standards of service delivery (to attain the organization’s service vision) both internal and external. The idea is to make the entire organization into one big service department.

IMPLEMENTATION AND MONITORING

We assist organizations in implementing all the above mentioned by hand holding all the functions and especially the actual frontline service providers to enable the organization to successfully bridge the gap between planning stage and the implementation stage.

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