T/NXXH 078-2024 Brand chain store service quality evaluation, assessment, and improvement

Scope

Scope: This document stipulates the purpose, implementation of evaluation, and improvement of service quality assessment. This document applies to the assessment and evaluation of service quality. Main technical content: 3. Terminology and definitions: There are no terms or definitions that need to be defined in this document. 4. Purpose: The evaluation and improvement of quality assessment primarily focus on the service quality provided to customers. 5. Assessment of service items: - Welcoming service: Proactive and enthusiastic, providing information. - Merchandise promotion: Applying basic promotion techniques. - Cashier service: Fast, accurate, and flexible response. - Delivery service: Timely, accurate, and attention to details. - After-sales service: Prior notification, standardized procedures, and coordinated follow-up. - Return and exchange service: Prior notification, standardized procedures, and coordinated follow-up. - Guest service: Friendly, providing assistance, and flexible response. - Other special services: Targeted, distinctive, and standardized. 6. Implementation of evaluation: Principles of evaluation: Objectivity and fairness; Scientific rigor; Comprehensive accuracy. Evaluation process: 6.2.1 Preparation for evaluation: - Establish a standard implementation evaluation working group and clarify its responsibilities and authorities. The number of members of the evaluation working group should be determined based on the complexity of the evaluation work. - Evaluators should have relevant standardization knowledge and professional expertise, be familiar with the requirements of the standard and its implementation, and be able to skillfully apply evaluation methods. - Prepare necessary measurement equipment, tools, test supplies, and evaluation record forms. - Before evaluating the implementation of the standard, a meticulous evaluation plan should be developed to ensure the accuracy of the evaluation results. The evaluation plan should include the

Development Information

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