During this time of the year when Christmas is round the corner, there will be many TV commercials featuring gifts for loved ones. There are some interesting TV commercials which are broadcasted specially for Christmas every year and here are two of them which I particularly love.
Disclaimer
I am NOT promoting or reviewing any of these products shown in the following TV commercials.
TV Commercial 1: OSIM uPhoria - Say I Love You This Christmas
This commercial relates the story of a sweet young girl who first met her hubby during foot massage while on a vacation trip alone. Watching him screaming in pain during foot massage made her laugh which captured her attention. Thereafter, both of them became friends and went on a hiking trip together. Whenever the girl's legs were tired after walking, the guy would offer to massage her legs. When it was his turn, the guy would refuse by saying that his legs were too "ugly" which was a rather funny and lame excuse. On that day, not only did the girl found a friend, she also found a life partner who will be walking with her for life. After they got married, the girl decided to pamper her hubby's "ugly legs" by giving him a leg massager as he will be walking together with her for a long time to come.
Personally, I feel that this TV commercial is almost perfect! With such a sweet and meaningful storyline coupled with the all-time favourite "First of May" song sung by our local artiste Olivia Ong, it certainly never fails to capture viewers attention and make them remember it vividly. Moreover, not to mention that both the guy and girl in this TV commercial look charming.
https://www.youtube.com/watch?v=4lTrKSOyMa4
TV Commercial 2: Ferrero Rocher - Share Your Golden Christmas
First of all, chocolates are definitely a must-have item for Christmas celebration. This commercial promotes the chocolate as a prestige Italian tradition whereby only the finest are served during an ambassadors' party. Likewise, the finest chocolates should be shared or given to your guests during this special occasion.
Italian food and songs have always captivated me. In fact, one of my favourite song, La Califfa sung by my favourite western singer, Sarah Brightman was played in the background. Although I feel that the meaning of this song may not relate well to the chocolate, it definitely reflected Italians' dedication in making the finest chocolate. If you are interested, listen to the full version of La Califfa at https://www.youtube.com/watch?v=EJEZaflRIRs
https://www.youtube.com/watch?v=JCF5Z-m1c0I
Sunday 23 November 2014
Friday 21 November 2014
Service Excellence
What would you consider as service excellence? How would you improve service excellence in an organization?
The main objective for a service providing organisation is to render the correct service to customer in order to achieve the desired outcome. For example, a customer patronising a fast food restaurant would expect his/her order to be placed and the food served accordingly. However, the organisation would need to do more in order to achieve service excellence instead of the bare minimum.
First of all, the service staff serving the customer must be attentive, upbeat and personal to make the customer feel relaxed and in a better mood to communicate. In this way, the service staff would be able to find the actual needs of the customer. Understanding the needs of the customer is essential as for certain type of services rendered, different customer would have different preferences and expectations. Knowing the customer needs would enable the organisation to render the correct services or deliver the correct product to the customer.
Another important point to note is that the services rendered to customer must be within the acceptable time frame. Most government organisations have a standard Service Level Agreement (SLA) which promises that the service would be rendered and customer can expect the desired outcome to be acheieved within the time frame unless complication arises.
Finally, the service staff should be sincere in serving the customer and if necessary try his/her best to go the extra miles to serve the customer. The overall quality of service and attitude of the service staff would determine whether the customer has an overall pleasant experience with the organisation.
There are three steps to improve service excellence in an organization.
First of all, the management can setup a feedback system to find out the current standard of the organisation service level and determine areas to improve on. The easiest way to do so is to have a simple questionnaire form with few simple questions for customer to fill up after the service has been rendered. After that, the results consolidated would help the management to plan and formulate ways to improve service quality.
After the management has determined areas to improve on, the service staff would most likely need to receive some form of trainings to acquire the right skills to serve customers better. Nevertheless, the feedback system would remain so that the management can determine if the service quality increases after the service staff have received training and after implementing any other additional measures like improving facilities.
Lastly, the management can think of an incentive system in which the customer can express gratitude to any service staff for excellent service rendered. This would motivate service staff to work harder to achieve service excellence for the organisation.
The main objective for a service providing organisation is to render the correct service to customer in order to achieve the desired outcome. For example, a customer patronising a fast food restaurant would expect his/her order to be placed and the food served accordingly. However, the organisation would need to do more in order to achieve service excellence instead of the bare minimum.
First of all, the service staff serving the customer must be attentive, upbeat and personal to make the customer feel relaxed and in a better mood to communicate. In this way, the service staff would be able to find the actual needs of the customer. Understanding the needs of the customer is essential as for certain type of services rendered, different customer would have different preferences and expectations. Knowing the customer needs would enable the organisation to render the correct services or deliver the correct product to the customer.
Another important point to note is that the services rendered to customer must be within the acceptable time frame. Most government organisations have a standard Service Level Agreement (SLA) which promises that the service would be rendered and customer can expect the desired outcome to be acheieved within the time frame unless complication arises.
Finally, the service staff should be sincere in serving the customer and if necessary try his/her best to go the extra miles to serve the customer. The overall quality of service and attitude of the service staff would determine whether the customer has an overall pleasant experience with the organisation.
There are three steps to improve service excellence in an organization.
First of all, the management can setup a feedback system to find out the current standard of the organisation service level and determine areas to improve on. The easiest way to do so is to have a simple questionnaire form with few simple questions for customer to fill up after the service has been rendered. After that, the results consolidated would help the management to plan and formulate ways to improve service quality.
After the management has determined areas to improve on, the service staff would most likely need to receive some form of trainings to acquire the right skills to serve customers better. Nevertheless, the feedback system would remain so that the management can determine if the service quality increases after the service staff have received training and after implementing any other additional measures like improving facilities.
Lastly, the management can think of an incentive system in which the customer can express gratitude to any service staff for excellent service rendered. This would motivate service staff to work harder to achieve service excellence for the organisation.
Subscribe to:
Posts (Atom)