Class Activity General Discussion – There are a number of ways to collect information relating to operational effectiveness including: Reports statistical, financial, written or verbal – Obtaining customer feedback verbal or written, individual or focus groups, – structured or unstructured in format a pretend customer getting someone to pretend to be a customer in your – premises and then critically feeding back what it was like, what could be improved etc. Walking about the premises and observing what takes place and how it could be improved, what could be improved Use of checklists to tick off whether or not required service points are being adhered to by front line staff when they interact with customers Brainstorming sessions where staff are asked to contribute any thoughts or ideas they may have about improving a particular aspect of service, or about introducing a new initiative input and review obtaining roots’ input to potential and actual – ‘grass problems, and asking those directly concerned about how the situation can be resolved. Slide Slide No Trainer Notes Activity General Discussion – What would you like to know? How can you find out this information? Slide Slide No Trainer Notes Customer comment cards these are established documents aimed at getting – responses to a wide range of questions covering all facets of an operation. General Manager cocktail parties this approach involves selected guests enjoying – refreshments with senior management. It is common for management to ask questions about their stay and suggestions for improvement. This approach is also beneficial in finding out more about the customer, which can be used to provide more personalised service.
Class Activity – General Discussion There are a number of ways to collect information relating to operational effectiveness including: Reports – statistical, financial, written or verbal Obtaining customer feedback – verbal or written, individual or focus groups, structured or unstructured in format a pretend customer – getting someone to pretend to be a customer in your premises and then critically feeding back what it was like, what could be improved etc. Walking about the premises and observing what takes place and how it could be improved, what could be improved Use of checklists to tick off whether or not required service points are being adhered to by front line staff when they interact with customers Brainstorming sessions where staff are asked to contribute any thoughts or ideas they may have about improving a particular aspect of service, or about introducing a new initiative input and review – obtaining ‘grass roots’ input to potential and actual problems, and asking those directly concerned about how the situation can be resolved. Slide Slide No Trainer Notes Activity – General Discussion What would you like to know? How can you find out this information? Slide Slide No Trainer Notes Customer comment cards – these are established documents aimed at getting responses to a wide range of questions covering all facets of an operation. General Manager cocktail parties – this approach involves selected guests enjoying refreshments with senior management. It is common for management to ask questions about their stay and suggestions for improvement. This approach is also beneficial in finding out more about the customer, which can be used to provide more personalised service.