神秘顾客检测–是如半何提高航空行业的服务质量的.pptVIP

Why using Mystery Shopping?;What are the benefits of Mystery Shopping Programme?;Ensure Superior Service Quality around the “Magic Service Ring” ;Audit Follow-up Reports on corrective actions/ improvement development plans ;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 service standards ;;How and Where to Start? ;RESERVATION;TICKETING;GROUND SERVICE;IN-FLIGHT SE