Service Excellence

Service Excellence

This set of consultancy services and tools involve the transformation and improvement of customer experiences:

  • Mystery Shopping
  • Star Profiling
  • Customer Experience Journey Gap Analysis & Improvement Plan
  • Customer Experience (CX) Journey Mapping and standards

Mystery Shopping

A group of trained mystery shoppers will be equipped with an observational list on the various touchpoint in the travel agency. The end-to-end customer journey may include: search, enquiries. booking, service experience  and after-sales service etc.

Objectives:

To assess and understand the service level rendered by staff and customer’s impression of the organisation from every customer experience touchpoint.

Star Profiling

A mobile and web-based tool to assess your staff’s service profile base on key service characteristic. The key traits include: Customer First Mindset, Positive Outlook, Professional Acumen, People Orientation, Resourcefulness, Personalised Responsiveness, Basic Respect and Reliability.

Objectives:

To assess the strengths and weaknesses of the service staff for training and coaching.

Gap Analysis & Improvement

As customers are becoming more discerning and well informed, it is important to have a comprehensive and systematic tool to analyze key service gaps and to resolve them innovatively. SERVQUAL model is used to understand the challenges and to identify solutions.

Objectives:

To understand the gaps and identify root causes for resolution. Service innovation tools will help the team expand their ability to resolve gaps resourcefully.

CX Journey Mapping & Standards

A pictorial and descriptive tool to identify and design a unique customer experience journey. Corresponding service standards are crafted to complement the new journey maps.

Objectives:

To understand the actual customer experience through identifying their motivation, feelings, and thought process while receiving a service. The outcome is a better service design and template for training.

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