如何提高航空行业的服务质量-神秘顾客检测-TukPresentationforMSPA

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1、MYSTERYSHOPPINGHowItCouldHelpImproveOurServiceQualityintheAirlineBusinessWhyusingMysteryShopping?Tomonitorandmeasureserviceperformanceatallservicetouchpoints.Togaindataregardingseamlessandhighlevelservicesusedforservicequalityanalysisandserviceimprovementanddevelopment.MysteryShoppinghadneverbeeni

2、mplementedbyTHAIinthepastandwasfirstintroducedbytheBOARDin2005.Wewanttolookatourservicethroughtheeyesofourcustomers.WhyusingMysteryShopping?Tomonitorandmeasureserviceperformanceatallservicetouchpoints.Togaindataregardingseamlessandhighlevelservicesusedforservicequalityanalysisandserviceimprovementan

3、ddevelopment.MysteryShoppinghadneverbeenimplementedbyTHAIinthepastandwasfirstintroducedin2005.Wewanttolookatourservicethroughtheeyesofourcustomers.WhatarethebenefitsofMysteryShoppingProgramme?Makeemployeesawareofwhatisimportantinservicingcustomers.Providefeedbackfromfrontlineoperations.Ensureservice

4、qualitydeliveryaccordingthesetservicestandards.IdentifyopportunitiestoimproveandensuresuperiorservicequalityatallservicetouchpointsaroundtheMAGICSERVICERING.EnsureSuperiorServiceQualityaroundthe“MagicServiceRing”In-flightAudit&Follow-upReportsoncorrectiveactions/improvement&developmentplansBOARD/Man

5、agementCustomerFeedback/SatisfactionSurveysVoiceofCustomers/Needs&ExpectationsServiceofferingsatalltouchpointsResolution/Policy/ImplementationServiceDeliveryStandards(SDS)SeamlessservicesaroundtheMagicServiceRingCustomersMysteryShoppingStep1:Settingobjectives&goalsStep2:Checklist/questionnairedesign

6、Step3:DefiningshoppersStep4:DatacollectionStep5:DatapreparationStep6:ReportingStep7:ReviewfindingsandsolutionsStep8:FollowupwithbaselineandtargetStep9:UpgradeservicestandardsHowisMysteryShoppingDone?Pre-determinedServiceStandardsSOP/SDS&SLA(ServiceOperationProcedure,ServiceDeliveryStandardsandServic

7、eLevelAgreement)HowandWheretoStart?TelephoneChecksascustomersObservationandinterviewtherealcustomersand/orthestaffInperson/onsitebyMysteryShoppingasacustomerwithoutidentifyingoneselfIn-flightInternalA