Chinese Recreation Club

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

Achievements

• 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