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JETT customer experience - Credentials - 2009
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JETT customer experience - Credentials - 2009



A brief introduction to JETT customer experience - China's leading brand in assessment (mystery shopping), motivation and training.

A brief introduction to JETT customer experience - China's leading brand in assessment (mystery shopping), motivation and training.



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JETT customer experience - Credentials - 2009 JETT customer experience - Credentials - 2009 Presentation Transcript

  • JETT | customer experience Company Credentials C C d ti l Summer 2009 Summer 2009 www.jett‐asia.com
  • Company Profile: JETT | customer experience • JETT is the leading brand in China delivering assessment, motivation  and training programmes for companies who need to deliver the  gp g p perfect customer experience • Established in Shanghai in 2004 we have since expanded to Beijing  E t bli h d i Sh h i i 2004 h i d d t B iji (2006), Guangzhou (2007) and Hong Kong (2008) • We are British owned, with a mixed international and Chinese team • Our client brands include international 5‐star and boutique hotels,  F&B / restaurant groups, retail and retail banking companies • Our work includes mystery shopping, customer service and hospitality  training, teambuilding programmes and customers satisfaction  surveys
  • Your Customer Experience • Customer Experience is about repeat business Positive customer  Repeat business Long‐term  experience revenue • Customer Experience defines brand 1) In what different ways do your customers experience your brand? 2) What activity do you currently do in order to influence this? What activity do you currently do in order to influence this? 3) How are you currently measuring: – Customer experience? – The effectiveness of your training? – Your team’s motivation levels? Your team s motivation levels?
  • Our Value  Our clients work with us because: 1) W h l h We help them increase revenue i 2) We help them cut costs and save money • “Knowing our weak points allows us to better focus our training” • “Motivated employees lead to lower levels of staff turnover”  • “Well trained staff increase revenue” • “Understanding our customers means we can offer what they value most” • “Improvement targets can be set against measured service levels” • “Fewer complaints is better for the customer, for staff and for Managers” • “Consistent service levels develop our brand and our reputation” Consistent service levels develop our brand and our reputation • “Better customer experience means better business”
  • Investments & Affiliations   Mystery Shopping Providers Association (MSPA) • g , Registered member, and founder member of the China sub‐branch The MSPA is the largest professional trade association dedicated to improving  service quality using anonymous resources. With over 150 member companies  fp worldwide the MSPA works to ensure international standards of practice and  ethics Institute of Hospitality (UK) • Our three hospitality language courses (for F&B, OF and HSKP) are in  application for certification by the UK s Institute of Hospitality application for certification by the UK’s Institute of Hospitality With over 10,000 members in the UK the primary purpose of the Institute of  Hospitality is “to promote the highest professional standards of management  and education in the international hospitality, leisure and tourism industries and education in the international hospitality leisure and tourism industries”
  • Award‐Winning Clients • We congratulate our client 88Xintiandi on being awarded China’s  W l li 88Xi i di b i d d Chi ’ Leading Boutique Hotel at the 2008 World Travel Awards • At the 2008 That’s Shanghai Food & Drinks Awards there were  six awards won by JETT clients, with a further four awards at the  six awards won by JETT clients with a further four awards at the 2008 That’s PRD Awards in Guangzhou • Additionally at the 2009 City Weekend Reader’s Choice Awards  there were five JETT client winners there were five JETT client winners
  • How we work – Our Product Divisions 1. JETT Assessment – Are customers happy with current service levels? – Are your staff delivering a perfect customer  experience?  – In which areas if any can improvements be made? In which areas, if any, can improvements be made? 2. JETT Motivation – Are your staff motivated and do you know how to  motivate them? Are they working well as a team?  – Do they understand and believe in the company vision? 3. JETT Training – A t ff t i d t d li Are staff trained to deliver the levels of service your  th l l f i customers expect? – Are your teams recognising and maximising  appropriate revenue opportunities? appropriate revenue opportunities?
  • How we work – Our Process Process 1. We work as closely as possible to understand as much as we need  1 W k l l ibl d d h d to about brand / client needs and objectives 2. Programme delivered as agreed and with regular feedback 3. Results analysed and reported  What we ask for from you 1. Detailed description of requirements and objectives 2. Brand guidelines 3. Service Standards and SOP manuals 4. Single point of contact preferred 4 Si l i t f t t f d
  • Client Feedback on our Mystery Shopping • “We thought we knew what to do – but mystery shopper provided us  with the actual data to know where to direct our efforts, and then to  measure the results afterwards” th lt ft d” • “Companies that are truly interested in improving and making a  change that will appreciate the value of this system” • p y “It lets us audit our standards and helps us to see what’s really happening out there” • “It allows the managers to see how they’re doing with that guy who’s It allows the managers to see how they re doing with that guy who s  come here for the first time – and who we need to make sure will come  back a second time” • “It engenders a spirit of friendly competition across our different  venues”
  • We look forward to hearing from you… Beijing Shanghai Guangzhou Ginger Wu Jessie Ju Dee Fuller Business Development &  Business Development  &  Business Development &  Training Manager  BJ  Training Manager – BJ Training Manager  SH  Training Manager – SH Training Manager  GZ  Training Manager – GZ 13439934442 138171701079 13268331096 ginger.wu@jett asia.com ginger.wu@jett‐asia.com jessie.ju@jett asia.com jessie.ju@jett‐asia.com dee.fuller@jett asia.com dee.fuller@jett‐asia.com JETT Shanghai Head Office: 4th Floor Building C, 1147 Kangding Lu, Shanghai 200041, China  h l ld d h h h 康定路1147号C幢4楼 +86 021 6132 5005 ext 131 Business@jett‐asia.com www.jett‐asia.com www jett‐asia com