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1、单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,Manage Quality Customer service,Manage Risk,Team:Meteor,Member:Abbott Alison Ann,Cindy Nancy Tracey,Date:31st.May.2011,Identify Risk of Skill Training for Customer Service Delivery,Report I,Introdction,According to the previous report of customer service i
2、n RT-MART,we suggest that a skill training of customer service delivery should be in place and we have giving a plan.In this report,we will identify the potential risks during training process.,Purpose,Determine risks to mitigate or even elimate threat caused by risks to an acceptable level,so that
3、reduce the loss.,Executor,The training is performed by HRM department.,Place,Meeting rooms,multi-media rooms,mall in RT-MART,Time,Training last 1 month,implemented in July,Continue,Existing polices and process of risk management in RT-MART,Electronic Article Surveillance(EAS)exists to guard against
4、burglary.,There is always a cleaner to sweep floor and clean handrail of the escalator everyday.,Cashiers need the skill to identify fake money.,The porter especially the male need to exercise bearing heavy burdeny,Before one policy&strategy implement,they cheaked.,Internal and external stakeholders
5、 and issues,Managers-identify risks,analyse risk and select&implement treatments to reduce loss.,Emplyees-familiar with the step of treatments deal with it appropriately.,Shareholders-establish policies&strategies and do the right choose for risk treatment.,Customers-safe purchasing environment and
6、safe&clean products,staff can provide effective help and directions when customer encounter risks.,Suppliers-ensure quality and continuous products.,Critical success factors for risk management,Correct policies and procedures within organization objectives and goals.,The risk management implemented
7、by trained personel.,Monitor risks and changes over time,adjust plan and procedures promptly and effectively when necessary.,Support for risk management activities,Effective training for employees.,Hold seminars with stakeholders to learn their issues and gain feedback.,Rehearsal to prevent risk occ
8、uring.,Communication and participation with relevant parties,Identify the risk and analyse them,then communicate with the relevant parties with the risks to consider their issues,which will help to select suitable strategies within organization goals to risk treatment.,The weakness and strengths of
9、the current situation,Strenghths:,1.There are many triggers sticked or hung to warn customers of potential risks.,2.Infrustructure for safety are established.,3.Provide clean and fresh food as well as quality supplies.,Weekness:,They have no expressly stipulated in writing to follow and consult.,Est
10、ablish Risk Context,Risk event,Descriptiopn,consequence,Conclusion,Customer service is crutial for RT-MART,so quality customer service will maintain and appeal customers.,Skill traing is carried for improvement of customer service delivery,to increase customer satisfactory and set a good image among
11、 the public,make customer service a competitive advantage.,Meanwhile,we cannot ignore the potential risks during the training,so risk management will be a central party.We use it to identify and access the risks to mitigate or even eliminate the negative effects and loss.,During risk management proc
12、ess,we first identify the possible risks and assess the likelihood,we should document the records and analyse them,then carry plan to response to the consequences.It is very important to arrange the risks into priorities,it will help us to manage risks more effectively.,At last,monitoring must be on
13、 going to check the effectiveness and control the risks,documenting records is also necessary.,Report 2,Risk Analysis and Risk Treament,Monitoring plan for quality customer service,Pay attention to staffs services behaviors and document the records,Act as shoppers to check staffs service performance
14、.,Establish the system of customer satisfactory tracking,Continue,-,Interview customers to learn needs to find the gap between actual performance and expection(both interal and external),-,Fource on customer complains and suggestions to find the defects in customer service procedure.,-Communicate wi
15、th the customer who tend to other markets,so as to know on saticifing points.,Collect all the datas and information to analyse the weakness where need to be improved.,Acertain consistent delivery of quality products and service,Stimulated staffs to have passions to customer service.,Make sure all th
16、e levels in the market know the customer service procedures and policies(especially the changes),Set up continuing and lasting good relationships with customers in order to promptly find out what the customer expect and the ideal way they want to be treated.,Continue,Frequently review existing procedures and policies and adjust when there is something need to be changed.,Training staff to develop their abilities and encourage them to gain continuous improvements.,The tools utilized for monitorin
report on RT-mart 大润发2
