如何提高航空行业的服务质量-神秘顾客检测 - Tuk Presentation for MSPA.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 po