Flagship Programmes
|
制定服務標準及流程
To map out service
standard and
process
服務戰略及實施
Service strategies
and implementation
神秘顧客報告分析
及跟進
Analyze and
follow up on MSP
assessment report
Retailers must keep up with the times to satisfy customer's demand for enhanced
service quality. The Association has introduced a comprehensive package for
promoting excellent service culture, covering customized training programmes
and professional consultancy services, with an aim to further boost staff
professionalism at retail outlets.
1. Customized Training Programmes
To design and provide relevant workshops and seminars for staff based on the
MSP assessment results, in order to sharpen their expertise and work skills.
顧客對服務的要求與日俱增，零售商必須要與時並
進，求新求變才能配合顧客需要。協會今年特別新
增了推動服務文化的全面方案，包括提供度身訂造
的培訓及專業顧問服務，使進一步提升店鋪員工的
專業水平。
1. 度身訂造培訓方案
針對「神秘顧客計劃」評審結果，為員工設計及提供
適切的工作坊及講座，深化員工的專業和工作技巧。
2. Professional Consultancy Services
To comprehensively inspect outlets' service standard, to make suggestions
for improvement, and optimize and improve the service process.
2. 專業顧問服務
全面審視店鋪的服務標準和水平，對有待改善之處作
出建議，使服務流程得以完善和優化。
HKRMA MSP - New Enhancement Services to Drive Service Excellence
香港零售管理協會「神秘顧客計劃」
-
與時並進 推服務文化全面方案
銷售技巧
Sales Skills
顧客服務
Customer
Service
情緒管理
EQ
Management
領導才能
Coaching Skills
內部查核
Comprehensive
Service Review
網上營銷
Online Sales
17
