Case Sharing
Chinese Recreation Club, Hong Kong
To Achieve ISO 10002 and
Strive for Excellence to Serve Privileged Guests
Industry: Food, Catering, Beauty & Health Care and Hotel Management
Service: ISO/ SHE/ Management System
Chinese Recreation Club, Hong Kong (CRC) is a well-established organization providing recreational activities and facilities to its members.
To improve the services, CRC has engaged TQM in conducting a series of “Customer Service Excellence” training programme for them based on ISO 10002 Quality management - Customer satisfaction - Guidelines for complaints handling in organizations.
Project Scope
-
Develop implementation plan on improvement opportunities
-
Conduct 'Customer Service Excellence' programme for supervisory/frontline staff to raise management/service quality
-
Define critical quality requirements in customer service and identify practical skills and techniques required
-
Design tangible customer service strategies complied with industry requirements
-
Equip staff with skills practicable & applicable to daily work
Achievements
-
Enhanced satisfaction level with customer-serving opportunities
-
Equipped staff with skills of customer irritation signal recognition and methods to find workable solutions
-
Developed skills & techniques in making customers feel privileged
-
Enhanced overall team spirits of CRC
-
Developed staff’s commitment and culture to continuously achieve customer care and satisfaction