神秘顾客检测–是如何提高航空行业的服务质量的.pptVIP

* MYSTERY SHOPPING How It Could Help Improve Our Service Quality in the Airline Business Why using Mystery Shopping? To monitor and measure service performance at all service touch points. To gain data regarding seamless and high level services used for service quality analysis and service improvement and development. Mystery Shopping had never been implemented by THAI in the past and was first introduced by the BOARD in 2005. We want to look at our service through the eyes of our customers. Why using Mystery Shopping? To monitor and measure service performance at all service touch points. To gain data regarding seamless and high level services used for service quality analysis and service improvement and development. Mystery Shopping had never been implemented by THAI in the past and was first introduced in 2005. We want to look at our service through the eyes of our customers. What are the benefits of Mystery Shopping Programme? Make employees aware of what is important in servicing customers. Provide feedback from frontline operations. Ensure service quality delivery according the set service standards. Identify opportunities to improve and ensure superior service quality at all service touch points around the MAGIC SERVICE RING. Ensure Superior Service Quality around the “Magic Service Ring” In-flight Audit Follow-up Reports on corrective actions/ improvement development plans BOARD / Management Customer Feedback / Satisfaction Surveys Voice of Customers / Needs Expectations Service offerings at all touch points Resolution / Policy / Implementation Service Delivery Standards (SDS) Seamless services around the Magic Service Ring Customers Mystery Shopping Step 1: Setting objectives goals Step 2: Checklist/questionnaire design Step 3: Defining shoppers Step 4: Data collection Step 5: Data preparation Step 6: Reporting Step 7: Review findings and solutions Step 8: Follow up with baseline and target Step 9: Upgrade servic