DREAMS

To Succeed !
‘’DREAMS to succeed
Succeed to release’’
 Lets’ get The challenge !

We should have the tools for makes a better things

know where to start , how to implement it.
 Lets’ get The challenge !

What is happening out there?

What are we doing?
Where are we now?
Where we should be?
How are we going to get there?
 Lets’ get The challenge !
Lets positioning our based on some facts :

Service :
Are we have in the right way to the Service Quality?

Lets answer the 5 dimension of service quality :

Are we,….
1) RELIABLE :ability to perform the promised service dependably and
Accurately.
2) RESPONSIVE: willingness to help customer and provide prompt service
3) ASSURANCE : Knowledge and courtesy of employee and their ability to convey
Trust and confidence.
4) TANGIBLES :Physical facilities,equipment, the appearance of the personnel.
5) EMPHATY : Caring, individualized attention the firm provides its customer
 Lets’ get The challenge !

When everything is equal people buy on price

When everything is unequal people do not

buy on price.
 Lets’ get The challenge !
The progression of economic value: From Product centric to Customer centric

Customer centric
n
tio
iza Stage
st o
m
experience
Sensation Experiential
Cu service

n
tio Deliver service Satisfaction Excellent
iza
m Service
s to
Cu

atio
n Needs of Customer
iz Make Goods
m
s to
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Extract
commodities

Product centric
 Lets’ get The challenge !
Where are we:

FIND OF SERVICE AWARENESS

LOW COMMITMENT
SEEKING FOR A MODEL

We have to move on now by having:

STRONG COMMITMENT
MADE SERVICE STANDARD LETS DO THIS FIRST
BUILD NEW IMAGE

For the next step we are going to have:

High Implementation
Excellent Service
Meet guest satisfactions
 Lets’ get The challenge !

Strong Commitment :

Commitment in doing every plan and in implementing the vision and mission
And our culture.
(HIGH COMMITMENT< can be done by don’t do and u can do)

How to communicate the commitment :

Each Leader takes very important role to delegate this messages,
.

Tools to campaign the commitment :

Slogan :
 Lets’ get The challenge !
Develop service standard :

The tools that we made is on our Brands Image. (NEW OUTLET)

That’s one of the condition, beside DIFFERENTIATION,

For the whole of succeed, we have to start from “FRONTLINER”

If we want to move on to fulfilling “Customer experience”
 Lets’ get The challenge !

MATCH EXPECTATION EQUAL GUESTS SATISFIED

EXCEED EXPECTATION EQUAL DELIGHTED

 Lets’ get The challenge !
We should do:

Recognize our guests and their expectations

Give undivided service to all our guests

Pay more attention

Professionalism