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Sharing Session

Sharing Session. TEAM A. Toh JiaYu, Tham Wei Keet, Jeraldine Wee, Seah DeWang, Huang Peixin, Jacqueline Chia. Background. Customer Relationship Management Service Centre (CRMSC) Venue: B308 Working Hours: 8.30am to 6pm ( flexible at times ) Scope of work: External Mystery Shoppers

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Sharing Session

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  1. Sharing Session TEAM A Toh JiaYu, Tham Wei Keet, Jeraldine Wee, Seah DeWang, Huang Peixin, Jacqueline Chia.

  2. Background Customer Relationship Management Service Centre (CRMSC) Venue: B308 Working Hours: 8.30am to 6pm (flexible at times) Scope of work: External Mystery Shoppers Supervisor: Mr Eugene Pang, Ms Wendy Sim

  3. Objectives • To determine service standards • To suggest causes for the variances • Propose ways to minimize it

  4. Introduction • Mystery Shoppers • Conduct mystery shopping • Observation • “Testing” • Appraisal forms • Analyze Information collected • Compile and conclude

  5. Scope of work • Mystery shopping • Select the outlets • Test staffs’ patience • Be unreasonable and nice at times • Observe how staffs handle objections • Do not let them discover our identity • Frequent report writing

  6. Selected Stores Peak and off peak Food and beverages Women’s footwear

  7. Selected stores Age group Supermarket

  8. Peak and Off Peak • Does the service vary? • Break ourselves into pairs • Same store but different time • Uses same scenario to test them • Visit the same outlet a few times • Appraise service encounter

  9. Scenarios MOS BURGER and YOSHINOYA • Took a long time to decide our order • Kept changing order • Asked for recommendations • Lied about having not enough cash to pay • Demanded for all sauces (to be brought to our table) • Made them clean the table when its clean • Test them on product knowledge

  10. A re-enactment of the scenario AT MOS BURGER / YOSHINOYA

  11. Benchmark for F & B

  12. Benchmark for F & B

  13. Scenarios CHARLES AND KEITH and X:ODUS • Asked for recommendations • Made them walk to and fro • Test on product knowledge • Demand for unavailable colours • Go in and be ourselves • Tell them a sad story

  14. A re-enactment of the scenario AT CHARLES AND KEITH / X:ODUS

  15. Benchmark for women’s footwear

  16. Benchmark for women’s footwear

  17. Age Group • Older generation or the younger one provide better service? • Approached both young and old staffs • Uses same scenario to test them • Visit the same outlet a few times • Appraise service encounter

  18. Scenarios CARREFOUR and COLD STORAGE • Ask for directions • Ask for prices when it is already stated there • Ask for price of non sales item (EG. COKE polar bear) • Test their product knowledge • Ask for recommendations • Delay time at cashier counter • Test their patience

  19. A re-enactment of the scenario AT CARREFOUR / COLD STORAGE

  20. Benchmark for Supermarkets

  21. Benchmark for Supermarkets

  22. Our Findings and Analysis • Service varies at different periods • Peak hour’s service is rated poor for some • Maintains a certain standard at non peak • Older generations serve us better • Better explanations and more patience • Younger staffs cannot handle objections • Inexperience, lack of product knowledge

  23. Challenges Faced and Limitations • Tired of eating the same food • Fear of being recognized • Act out different scenarios • Money concerns • Time restraints • Human restraints

  24. Lesson Learnt • Service standards in our homeland • More observant • Role play skills improved • More organized, independent • Discipline as we are mostly on our own • Strong bonding with one another

  25. Conclusion • Rising concerns of the service standards • Bad services are often recognized and remembered • The growing use of mystery shopping • Good customer service adds value to the company

  26. Thank you for your kind attention. Q & A session

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