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Open Space Technology
Issues and Opportunities in Creating a Culture of
Service Excellence |
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Report |
| Topic: Measure
Customer Service with Profitability |
| Topic #: 4B |
| Initiator: Katherine Chung
Participants:
- Frank
- Cynthia
- Stingo
- Helen
- Lauren
- Forest
- Winnie
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Notes:
Method:
- Customer Service Satisfaction Index
- Define quality service
- Define dept./ business goal
- Repeat guest history, return rate
- Select key customer needs/interests
- Considerations:
- Make assumptions (e.g. Expenses rate of return
- Low cost manpower
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