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Mind Map of Maintain Quality Customer Service

A mind map about Maintain Quality Customer Service. Building trusting relationships with clients and offering them fast, swift, and polite service are both essential components of providing quality customer service. It also requires promptly addressing consumer concerns and resolving any complaints. In EdrawMind community, you can get more templates of mind maps or other topics in study, work and life.

Edited at 2022-06-21 02:20:06

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Mind Map of Maintain Quality Customer Service

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Outline

Quality Customer Service

Identify Customer Requirements

Quality Customer Service

Role of Marketing Research

Customer

Needs

Wishes

Expectations

How to Identify customer needs

Conduct Data Analysis to Identify Deficiencies in Service Delivery

Informal Research

Formal Research

Primary Data

Secondary Data

Quantitative Data

Qualitative Data

Options to Improve Service Levels

Operational Focus

New or revised products

New Menu

Renovation

Staff Focus

Involve staff in planning

Building team work Spirit

Recognising Staff

Customer Focus

Membership reward

Reward Faithful Customer

Ensure Delivery of Quality Services

Develop Standards

Management Needs to Consider:

Different Areas for which standards may be created

Development process for plans and standards

Identify several approaches towards quality management

The Development Process

Set up team of interested

Look at other venues are provided

Identify the area needed to improve

Determine the standards to apply

Your image, reputation

Value-for-money

What competitors are doing

Identify customer expectations

Possible Areas for Service Standards

Response Times

Service Guarantees

Pricing Guarantees

Product Quality

Document Presentation Standards

Personal Presentation Standards

Complaint Management

Communicate These Standards

Orientation Program

Formal Meetings

Staff Briefing and Debriefing

Training Sessions

Observation and mentoring

Informal communication

Provide Information to Colleagues

At job interview

Include in internal Documents

Induction and orientation

Computer System

Printed Copies

Monitor Customer Service to Ensure Standard are Met

Monitoring Methods

Observation

Talking to customers

Talking to staffs

Reading customer complaint

Areas to monitor

Reservation

The reservation system (easy to use, user friendly

Our telephone or email manner

Cancellation policies

Credit card acceptance

Accommodation availability

Registration

Greetings

Assistance with luggage

Check-in procedures

Room accommodation

Room status and availability

Information on hotel service

Cleanliness of service areas

Amenities

Guest Stays

Food service department

Gift shop

Lounge

Room service

Valet Service

Housekeeping services

Front Office

Check Out

Check-out time deadlines (reasonable and flexible)

Luggage

Speed of check-out

Guest folio

Measure Actual Performance against Standards

Quantitative Methods

Qualitative Methods

Evaluate Customer Service

Objectives of collective customer feedback

Identify the extent to which customer are satisfied

Identify the departments or ares in which there is satisfaction

Identify the precise areas of any dissatisfied

Identify what need to be done or improve

Types of customer feedback

Positive

Neutral

Negative

Methods of collecting customer feedback

Direct communication from customer to staff

Observation

Guest comment cards

Online feedback

Meetings