优质服务体验5元素浅层次体验深层次体验.PPT

Here are the approach or steps to implement...just now, we have developed one of our management tools.. * Of course, do not forget to celebrate and recognize your team for achievement, even though it is a minor improvement, only success will breed success * During implementation, you will see resistance from your people and this is normal. I have another exercise about how to handle resistance. You as an owner, your shop manager has the following negative responses to you in implementing this programme, how do you handle them. Each group will take up 1 question and think about how to handle it. Given 5 mins for group discussion and each group will share their answer depends on our time schedule. * Training is part of our job, it is not necessary to be done by training department and in a training room. There is no conflict between systems and staff creativity. If staff has no interest in companys future that means they are not committed to their work. Better service does not mean harder work. On the other hand, you will have better job satisfaction if customers feel good. If evaluation can help to develop and improve staffs performance, why should we resist? Follow up is to make sure we did not side track and nothing to do with trust. If we are consistently delivering quality service, it should reflect the truth. Time spending on huddle meeting and simple paper work will save our time and money to rectify the damages created by poor service. * 優質服務體驗5元素 淺層次體驗 深層次體驗 外觀整齊及清潔 陳列物品及設施清潔及擺放整齊 有足夠的商品 / 服務可供客人選購 老闆全力督促 可以做到的部分!!! 優質服務體驗5元素 淺層次體驗 深層次體驗 友善的微笑接待客人 保持耐性，並沒有顯示不滿 解釋商品 功能會為客人帶來的好處 提供眼科視光檢查服務並加以解釋 影響帶動其他人可以做到的部分!!! 如何執行？ 制定流程系統及管理工具 訂立相關人員的責任 訓練相關人員執行要求及改變其工作行為 “Make Things Happen” 管理工具 1 0 1 1 1 管理工具 - 神秘客戶評估 執行方法 共識目的及目標 構建未來願景 建立雙贏提案 組織執行團隊 定義管理框架 流程 系統 組織 教育與培訓 執行管理工具 評估效果 檢討及改善行動 神秘客戶審核 跟進及指導 設定新績效標準 Last But Not Least 慶祝及獎賞 Celebrate and recognize 角色扮演 假如你的經理有這樣的想法，你作為老闆會如何處理？ 練習Exercise 執行時可能遇到的障礙 * * * Before we go