Reported 12 months ago
The 13th Taiwan Service Industry Excellence Awards successfully concluded with 30 industries, 360 companies, and 435 stores inspected this year. The evaluation team and process were ISO-9001 certified for fairness and objectivity, with the Taiwan Service Audit Association ensuring quality through ISO 29993 compliance. Key to determining success was the customer complaint handling module incorporating ISO 10002 principles to differentiate high-quality service. While remote services decreased, in-person interactions improved, possibly due to evolving expectations from remote services growth, high demand, understaffing, and quality declines. A focus on promoting fair and friendly services was added to influence rankings, reflecting Taiwan's diverse service trend and the need for improvement in addressing disadvantaged groups' needs. The evaluation also noted the limited effectiveness of current 'intelligent' chatbot customer service, highlighting the necessity to integrate AI effectively for future quality improvement.
Source: YAHOO