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

​