神秘顧客檢測–是如何提高航空行業(yè)的服務質(zhì)量的-展示頁
2025-01-16 10:02本頁面
【正文】 rings at all touch points Resolution / Policy / Implementation Service Delivery Standards (SDS) Seamless services around the Magic Service Ring Customers Mystery Shopping Step 1: Setting objectives goals Step 2: Checklist/questionnaire design Step 3: Defining shoppers Step 4: Data collection Step 5: Data preparation Step 6: Reporting Step 7: Review findings and solutions Step 8: Follow up with baseline and target Step 9: Upgrade service standards How is Mystery Shopping Done? Predetermined Service Standards SOP/SDS SLA (Service Operation Procedure, Service Delivery Standards and Service Level Agreement) How and Where to Start? Telephone Checks as customers Observation and interview the real customers and/or the staff In person/ onsite by Mystery Shopping as a customer without identifying oneself Inflight Internal Audit Only RESERVATION A: Wele Customer B: Handling C: Farewell Customer D: Performance / Attitude TICKETING A: Queuing Time B: Performance C: Attitude GROUND SERVICE A: Checkin B: Lounge C: Boarding D: Arrival INFLIGHT SERVICE A: Predeparture B: Wele Service C: Meal Service D: After M
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