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    Total Service Solution (TSS) 全面服務管理

    來源:專才培訓協會PTA      類別:企業課程      發佈時間:2019-10-03
    Total Service Solution (TSS) 全面服務管理

    TSS is a proven and powerful approach to achieving service excellence. It ensures that all members of an organization are aligned towards common goals and possess the skills necessary to contribute towards these goals. We apply TSS by identifying and customizing components of TSS which are most suited to the unique needs of each individual client. The adjacent flowchart shows the various components of TSS.

    “全面服務方案” (簡稱TSS)是一套極具成效的管理支援系統,配合本會的 “企業研究及分析方案”(簡稱ABCS),能確保所有員工均與公司擁有共同目標,並具備致目標所需之能力。我們會依據客戶不同所需,釐定及度身訂造最適合的(TSS)管理支援系統。請參考下圖。

    Total Service Solution 全面服務方案

    Top management Alignment Programme 高層管理共識計劃

    Companies around the world are striving to stay competitive by innovating, adding value and enhancing service quality. To do so successfully requires proper business planning, which in turn rely on high quality information. Business research has emerged as an essential business instrument in these competitive times.

    Our team of top notch researchers are skilled in all aspects of research design, execution and statistical analysis. Combining business know-how with the latest research techniques, we produce high quality information to support our clients’ decision making.

    全球企業為求突圍而出,均竭力改革創新、不斷增值及提昇服務質素。但首先要了解企業的願景、使命及現時佔有的市場位置、優勢,要達致成功,唯可依靠準確資訊,以制訂適切的商業策略。市場調查因此逐漸成為激烈競爭下不可或缺的營商工具。

    我們優秀的研究人員隊伍具備多年豐富調查設計、執行及統計分析經驗,結合商業管理與最新調查技巧,為客戶提供精確有效資訊,協助企業作為釐訂決策參考之用。

    Research Project Programme 調查研究計劃

    Customer Satisfaction Surveys 顧客滿意調查

    Knowing what customers think of your products and services is a prerequisite for business survival. Customer satisfaction surveys provide a direct and reliable source of information, which you can use to help retain existing customers-and attract new ones.

    • All measurement and assessment tools must be well-designed, able to withstand micro-analysis, and customized to suit the unique business nature of the company.
    • Data analysis should be practical and must yield meaningful information which the client can use for business decision making.

    現今企業生存之道,在於能否洞悉顧客對其產品和服務的真正評價,「顧客滿意調查」讓企業掌握直接及可靠的資訊,在維繫顧客之餘,同時開拓新市場。

    • 一切評核工具須精心設計,要照顧不同企業獨特營商環境,兼顧微觀分析或度身訂造個別需要
    • 數據分析須有效實際,讓企業能選取有意義的資料以作商業決策之用

    Mystery Shopper Programmes 神秘顧客評核


    Internal Customer Climate Surveys 內部客戶氣候調查及分析 Mystery shopper programmes are conducted under the following principles:

    • While the indentities of shoppers are “mysterious”, the objectives of the initiate must be clearly communicated to both management and employees.
    • Mystery shoppers should be come from an appropriate demographic spectrum which corresponds to the customer profile of the company.
    • Mystery shoppers must be highly trained to allow unbiased assessment.

    神秘顧客評核讓客戶能客觀清晰了解員工表現,可助客戶有效地針對服務質素優劣,作出調整改進。我們的「神秘顧客評核」按照以下原則進行:

    • - 管理階層和員工之間必須清晰溝通「神秘顧客」的評核目的
    • - 「神秘顧客」須來自不同背景,以配合客戶不同的顧客層之需要
    • - 「神秘顧客」必須經過專業培訓,以具備客觀的評核技巧

    Internal Customer Climate Surveys 內部客戶氣候調查及分析

    Your staff is your most important asset and business partner. To succeed, you need your employees’ support and cooperation. To drive an organizational change, you must first understand their opinions and then plan accordingly.

    Properly designed internal climate surveys target appropriate layers of the organization, to identify and analyze critical issues, such as managerial effectiveness, departmental communication, staff morale and employee satisfaction. They provide genuine insights into how well your organization is performing.

    員工是公司最寶貴資產及夥伴,企業成功要素在於員工支持和合作,要推行改革,首先要了解員工意見,再進行適當部署。

    精確的「內部氣候調查及分析」能針對特定層次分析核心題目,如管理效益、部門溝通、員工士氣及員工滿意程度等。調查結果能夠真實反映機構的表現。

    Professional Training and Development 專業培訓及發展

    PTA is industry leader in the design and delivery of customer service training. From customized in-house workshops to large scale public seminars, our training methods set industry benchmarks. Our goal is to produce immediate and enduring results for our clients. In addition, we offer a range of expertise in personal and managerial development, to maximize your staff’s effectiveness and your organization’s performance.

    專才培訓協會擅於設計及舉辦顧客服務培訓。由個別度身訂造的工作坊到大型講座,多元化的培訓方法均致力令客戶獲得立竿見影及持久的成效。此外,我們亦提供一系列專業個人及管理發展課程,竭力為你提昇個人企業質素。

    Excellent customer service and professional sales training 顧客服務及專業銷售培訓

    Professional Sales Training專業銷售培訓
    - Customer Service Imperative顧客服務的迫切性
    - Versatile Service and Selling Standard多元化服務及銷售標準
    - Professional Selling and Social Style Selling專業銷售及個人風格銷售
    - Direct selling直接銷售
    - Handling Difficult Situation and Complaints Effectively有效地處理困難情況及顧客投訴
    - (For Leaders) Service Auditing and Coaching服務評核與教練 (管理篇)
    - (For Leaders) Service Goal Setting and Team Building服務團隊目標訂立 (管理篇)
    - (For Leaders) Field Coaching實地培訓教練 (管理篇)
    Customer Service Training顧客服務培訓
    - Service Empathy服務同理心
    - Emotional Self Mastery自我駕馭情緒
    - Service Motivation服務推動力
    - Service Flow服務神馳
    - Service Mentoring服務教練
    - Service Team Synergy服務團隊互動力
    Team Building and Experiential Training團隊及體驗培訓
    - Team Motivation團隊激勵
    - Team Communication團隊溝通
    - Team Synergy團隊互動力
    - Experiential Team Building體驗式團隊建立
    - Experiential Personal Breakthrough體驗式個人突破
    Managerial and Executive Training管理及行政人員培訓
    - Transformational Leadership蛻變領導能力
    - Strategic Planning and Decision Making策略性計劃及決策
    - Change Management轉變管理
    - Business Communication商業溝通
    - Train-the-Trainers導師培訓
    - Delegation Skills委任技巧
    - Negotiation Skills談判技巧
    - Presentation Skills演說技巧
    - Interviewing Skills面試技巧
    - Performance Appraisal表現管理
    - Socializing and Counselling教化及輔導
    - Problem Solving Skills解決問題技巧
    Personal Development個人發展培訓
    - Project Management項目管理
    - Time Management時間管理
    - Stress Management壓力管理
    - Self Motivation自我激勵
    - Interpersonal Communication人際溝通
    - EQ and Social Intelligence情緒智商及人際關係
    - Winning in Adversity逆中求勝

    目標/焦點評估及檢討計劃

    Target Focus Group 目標焦點小組

    Does customer participation contribute to a company’s business planning, strategy development, products and services quality, etc.? Experience and research have conclusively proven this to be so. While quantitative information from a variety of surveys is indispensable, you also need quintessential question, “What do our customers really want?” It succeeds by assessing customers’ deep perceptions and instinctive reactions.

    Focus groups managed by Tiptop are facilitated by experienced consultants, who are fluent in guiding participants and maximizing groups synergy for insightful information.

    顧客的參與對公司業務計劃、策略發展及產品服務質素等重要嗎?過往經驗及研究已有肯定的結論。從各類調查得出的數據分析固然重要,同時你需要定性資料,去全面了解各項複雜及細微的元素。焦點小組能解答各企業最根本的疑問「我們的顧客真正想要的是什麼?」

    我們的目標焦點小組由經驗豐富的顧問主理,能有效地引導參加者討論及分享意見,以便客戶搜集有價值的資料。

    Business Research and Analysis 企業研究及分析

    We use the most effective research methodologies, and specialize highly customized projects which yield meaningful business information to our clients.

    我們利用最新式研究方法,專門為客戶度身訂造調查項目,收集回饋訊息,提供最有價值的商業資訊。

    • Senior management recognization planning- 高層管理共識計劃
    • Customer satisfaction surveys – 顧客滿意調查
    • Mystery shopper programmes – 神秘顧客評核
    • Internal climate surveys – 內部氣候調查及分析
    • Focus groups – 焦點小組
    • Corporate vision and cultural assessment - 企業願景及文化評核