Ensuring consumer/ customer satisfaction in the services provided is crucial these days and a lot of emphasis is being laid on this. After all, ‘Poor customer service could put to waste years of brand building, advertising, marketing and service improvement measures… excellent customer service translates to customer loyalty and business leverage.’  Providing above average service delivery and optimising the usage of service providers to isolate and improve operational activities outlines the epitome of business practices for most if not all enterprises in the region. 

A lot of aspects pertaining to SLAs are being relooked post crisis. The service delivery and service content aspects of SLAs are being contemplated. The tone in certain areas has changed. Post crisis there has been a role reversal in SLAs, where there is a focus on internal governance apart from just vendor management. The role of SLAs in high level professional services is increasing. SLAs related to KPOs are difficult to structure and this being on the rise, more knowledge is required on this aspect.

In today's highly pressurised business environment, SLAs are in the midst of a role reversal post crisis. Attend this course to gain insights on how to structure SLAs to mitigate losses, designing the right of metrics to measure KPIs, Measuring real time environment to aid in decision making and proactively make decisions instead of reacting to the environment – Your road to profitability.

KEY TOPICS

- Managing services in complex environments using SLAs

- Designing service levels and service forecasting

- Stakeholder management in an SLA environment

- Best practices for negotiating and renegotiating SLAs

- Monitoring and tracking SLAs

KEY BENEFITS for delegates attending this event

- Measure real time environment to improve your decision making

- Design the right type of metrics to measure your KPIs

- Align your corporate strategy to your SLA to make more business sense

- Understand stakeholder requirements to sustain industry relationships

- Optimise operational activities through an expertly drafted Service Level Agreement

For the full training program, please contact Miss Lee Chew Wan at Leec@marcusevanskl.com today!