Chinese Recreation Club

Strive for Excellence to Serve Privileged Guests

Chinese Recreation Club, Hong Kong (CRC) is a well-established organization providing recreational activities and facilities to its members.

To improve the services, CRC has engaged TQM in conducting a series of “Customer Service Excellence” training programmes for them based on ISO 10002 Quality management – Customer satisfaction – Guidelines for complaints handling in organizations.

Project Scope

  • Develop an implementation plan for improvement opportunities
  • Conduct ‘Customer Service Excellence’ programme for supervisory/frontline staff to raise management/service quality
  • Define critical quality requirements in customer service and identify practical skills and techniques required
  • Design tangible customer service strategies complied with industry requirements
  • Equip staff with skills practicable & applicable to daily work


  • Enhanced satisfaction level with customer-serving opportunities
  • Equipped staff with skills of customer irritation signal recognition and methods to find workable solutions
  • Developed skills & techniques in making customers feel privileged
  • Enhanced overall team spirits of CRC
  • Developed staff’s commitment and culture to continuously achieve customer care and satisfaction