Case Sharing
Chinese Recreation Club, Hong Kong
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.
Project Scope
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Develop implementation plan on improvement opportunities
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Conduct 'Customer Service Excellence' programme for supervisory/frontline staff to raise management/service quality
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Define critical quality requirements in customer service and identify practical skills and techniques required
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Design tangible customer service strategies complied with industry requirements
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Equip staff with skills practicable & applicable to daily work
Achievements
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Enhanced satisfaction level with customer-serving opportunities
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Equipped staff with skills of customer irritation signal recognition and methods to find workable solutions
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Developed skills & techniques in making customers feel privileged
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Enhanced overall team spirits of CRC
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Developed staff’s commitment and culture to continuously achieve customer care and satisfaction