Excellent Service Award1

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Information about Excellent Service Award1
Entertainment

Published on September 3, 2007

Author: kennethkwan

Source: authorstream.com

Slide1:  Excellent Service Award by QAIC What is the reason we need it?:  What is the reason we need it? It’s trend and needed by customer:  It’s trend and needed by customer Agriculture Industries Services Our Competitors status:  Our Competitors status Slide5:  Slide6:  Slide7:  Which Organisations?:  Which Organisations? All Service Provider - Logistic Bank Hotel Airline Repair and Maintenance Service provide Trading network company Government dept. …….. Which Organisations?:  Which Organisations? Service Provider (+ products ) - Chain stores Bank Restaurant Seven Eleven Insurance company Supermarket….. Objective:  Objective Be focused on their client expectations Have their people recognised for their contribution to the excellence of the service they deliver Be clear and transparent on how to achieve targets Result : It is 360 degree Recognised What shall a Excellent Service Award standard cover?:  What shall a Excellent Service Award standard cover? People Attitude (phone, information, courtesy) Experience /expertise Initial required expertise, required on-going trainings KPI - to measure expertise Environment Building (Equipment, Comfort, fit for purpose) Cleanliness Safety What shall a Excellent Service Award standard cover?:  What shall a Excellent Service Award standard cover? Product andamp; service : Choice, Quality level, Safety… Transparence of the relationship - Clarity of the offer, Documentation, Prices, Contractual conditions (no abusive clauses) Deadlines What shall a Excellent Service Award standard cover?:  What shall a Excellent Service Award standard cover? Conformance to initial offers From the very first contact to the after sales services State of the art rules After sales services Other: Ethics, environmental A Beauty House need to cover at least following criteria to get the Award:  A Beauty House need to cover at least following criteria to get the Award SERVICE COMMITMENTS:  SERVICE COMMITMENTS Meet client expectations (implicit or expressed) Added value to the consumer Result oriented commitments Beyond legal requirements Operate in an ethical environment Improve the image of the sector / industry Benefit:  Benefit A cohesion tool to share a common vision A code of practice to support small shop tenders in their daily challenges To protect the brand of a network and promote good practices A tool to motivate employees and recognise their contribution to the client satisfaction - increase the efficiency Certification Sample page 1:  Certification Sample page 1 Certification Sample page 2:  Certification Sample page 2 Details of Certified characteristics:  Details of Certified characteristics The airline’s employees speak several languages to make it easier to talk to foreign customers. The airline takes steps speed up customer check-in and prevent departure areas from becoming overcrowded. The catering service is well organized and complies with good hotel and hygiene practices. Details of Certified characteristics:  Details of Certified characteristics Baggage delivery timely for incoming flights are effectively managed. Customers can take advantage of ticket refund conditions within published time limits. On board, customers receive all the information needed for a comfortable journey. 1. Standardisation:  a) Diagnosis: consumer/user expectations, concerns in sector… b) Drafting the standard c) Evaluation andamp; validation by the Standardisation Committee 1. Standardisation 2. Implementation:  2. Implementation Company organises the necessary internal communication, training sessions, organises the system, self assessment methods to comply with the standard 3. Audit & Award of Certificate:  3. Audit andamp; Award of Certificate a) Audits: Mystery client, client andamp; employee interviews, visual observation, other B) Issue Certification 4. Surveillance:  4. Surveillance a) Unexpected service audits b) Maintaining the Certificate c) Continuous improvement Special Approach for this Award:  Special Approach for this Award Monthly Unexpected Assessment/Audit Continuous upgrading the service standards by using expertise, code of practices, government, concerned associations…. Renew the Certification annually (END)

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