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.


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.


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.


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.


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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