Yes I do agree with ASB because the organization must encourage the employees to engagement in the process in order to make the customers satisfaction. The employees must always present themselves in a positive manner such as greeting the customers nicely and willing to help them all the time.
To assess customer’s emotional engagement, the bank asked customer to respond to statement like they always treats customer with respect, customer feel proud to be an ASB customer. The bank believes that engaged are key to engaged customers.
According to my own experience I have been to the bank so many times and the staff always treats me nicely and professionally.
How can apply in my workplace?
According to the principles above I can apply it to my workplace in several ways for example I will create a policy that all staff must response to the customer’s needs as quick as they can in order to make them satisfied and maintain a loyalty with them.
Cha-cha coffee is a small coffee shops that offering only homemade coffee and bread. It is only 2 shops in Sydney which is open 6.00 am to 11.00 am every day. Our current customers are elder people we want to increase our target market by focusing on the students and people who are working in CBD area that could be a huge market in the future.
Our unique selling points:
To develop procedures how to deliver the products and services:
Develop the team performance
Treat people with respect:
We must also treat staff with respect- realising and appreciating the work they do and acknowledging their talents, effort and commitment to the organisation, this orientation realises that staff are human beings rather than simply numbers or inanimate recourses.
Develop team commitment and cooperate
Develop and communicate team goals which are consistent with team goal. A performance plan can relate to all manner of work place activities, or it may focus on a single topic for example you may decide that your performance will detail the general activities of staff for a day or a week.
Encourage open communication:
Manage term performance
Assessing team performance is essential at the outset of training and team-building and on a continuing basis. The objective is to identify specific opportunities for continuous improvement, and to identify and acknowledge team strengths and achievements. In addition to assessment against established team goals, assessment within the context of the High-Performance Team Wheel can be conducted using the High-Performance Team Behavioural Inventory, part of the Guide for Coaching High-Performance Teams
Monitoring is the buddy system of talking someone under your wing to help them in their workplace endeavours –it a well recognised aspect of workplace training but is not as structure or formal training
Standards of Chacha coffee shop
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