Integrated Project: Improve the service orientation and hospitality at…
Improve the service orientation and hospitality at Star-SHL
Service desk occupation
The service desk is unoccupied during peak hours, which makes customers confusion as no information or help can be delivered to them.
Parking is not clear
There are not that much parking spaces, everywhere is paid parking and patients have to walk to the clinic
No clear signage.
There is signage through the building but not at the elevators, which makes it confusing to see which floor you have to be.
Poor Brand image
At the moment, not many people know Star-SHL for their service. They could improve their brand image and recognition.
Lack of service standards
Invest in Food & Beverages
At the moment, there is no food and beverages available in the waiting room. This is a service aspect which can be added, as some people have to wait for a long time and also have to drawn blood on a sober base. This would therefore be a great investment.
Management Information Systems
Website Brand Awareness
They do not use online platform to create brand awareness, they only use a website.
Implement CRM system
Invest in more employees
At the moment, they are not investing in hospitality trained staff
Problem Statement: Customer Service is not provided at all times (during opening hours)