Perfect Service Simulation is a one day case study for up
to 24 participants which dramatically illustrates the key
components of service in the new millennium:
1. Knowing the Customer
2. Perfect Internal Communication and Cooperation
3. Perfect Service Delivery Systems
in the simulation are customers, management and staff of two
aggressively competing companies in a fast paced industry.
A typical business day is condensed to a 20-minute round.
At the end of the round, the companies are evaluated with
respect to customer satisfaction, sales volume and profit.
are two more rounds. After each round the companies adjust
to market conditions and improve their service and profitability.
In the final round, the companies change the service delivery
systems to maximize performance in the market.
simulation is complimented with high-energy lectures and discussions
which help the participants apply the lessons of the simulation
to their own business conditions.
lectures focus on:
Cycle of Perfect Service
Customer is Different Every Day
Internal and External Customers
Able to Respond to Ever-changing Needs
Customer Satisfaction and other Performance Indicators
Improvement of Services
Victoria International Corporation, USA, Copyright.