“Managing Customer Service Excellence” for 3 batches ( total 90 participants) of IGL Managers and Executives drawn from various departments – Marketing, PNG O&M, CNG O&M, Finance, IT and Projects. The objective of the programme was to bring about Customer Service focus in the organisation and develop strategies to achieve customer service excellence.
The programme was formatted to include lecture sessions, group exercises and presentations by participants. As is the practice in all a detailed report based on all three batches) was submitted to IGL Management .
The programme was formatted to include lecture sessions, group exercises and presentations by participants. The programme covered the major challenges / pain points faced by customers and root causes for the pain points, as identified by participants, prioritization of challenges and developing action plans with target and timelines.