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Customer Service Enhancement Programme for a Chinese Medicine Company |
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The Company is a famous herbalist with over 20 outlets in Hong Kong. |
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The Company would like to formulate customer service excellence initiatives and provide customer service training for its front-line staff. |
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HKPC assisted the Company through the Customer Service Excellence Programme to enhance their service standard. |
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Together with the top management, middle management and frontline staff, HKPC assisted the client to formulate the service standard. |
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Training for all shop managers and frontline staff was conducted. |
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Field coaching in selected shops were conducted to reinforce the training. |
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Mystery shopping assessment was conducted for performance evaluation of shop staff on their customer service standards. |
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The Company was able to deliver more effective and efficient customer service. |
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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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