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Customer Service Improvement Programme for a Cake Shop |
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The client is a traditional Chinese family business with over 20 outlets in Hong Kong. |
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The management of the Company would like to upgrade their image and improve their customer service to strengthen their competitiveness. |
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HKPC reviewed the Company's entire flow of customer service and carried out a three-phase enhancement programme. |
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HKPC conducted a workshop for the client's top management, middle management and frontline staff to work out its customer service vision, mission and values (VMV). |
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A service standard was consolidated. |
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Customer service skills training for all frontline staff was conducted. |
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Field coaching was conducted in all outlets to reinforce the training. |
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Mystery shopper assessment was conducted to evaluate the effectiveness of the customer service training. |
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The best staff and best shop were recommended for reward and recognition. |
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Newsletters were produced to communicate issues relating to customer service to all frontline staff. |
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The Company successfully enhanced its overall customer service standard. |
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The Company successfully won the customer service-related recognition. |
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The Company was able to improve its staff members' work attitude and job competence. |
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