To continuously strengthen the “three fundamentals” of service, further enhance employees’ overall competence, constantly refine service quality, and improve the overall service assurance level, BGS recently invited service trainers from the Travel Promotion Association to conduct a specialized service training session at the company titled “Creating Moments of Surprise in Service—Developing Service Improvement Initiatives.” More than 40 frontline employees and service management personnel participated in the training.

The trainer, closely aligned with the training objectives and needs, first engaged the participants in a discussion about whether “standardized” service equates to “good” service. This led to the realization that standardized service cannot fully meet the diverse service needs of different customer groups and may also stifle employees’ creativity and initiative in service delivery. The trainer further pointed out that “service meeting expectations” often fails to address actual customer needs, and then introduced the “1-2-3 Model for Creating Moments of Surprise.”

By sharing service philosophies and real-life case studies from the service industry, the trainer profoundly explained the service initiatives and methods of the “1-2-3 Model for Creating Moments of Surprise.” This model emphasizes consistently integrating the philosophy of “putting people first and anticipating travelers’ needs” throughout the entire service process (possessing one empathetic heart); systematically mapping out key process flows in the service delivery; identifying the emotional highs and lows at various service touchpoints (grasping two critical entry points); and precisely focusing efforts on three key areas—personnel, resources, and processes—to continuously enhance service effectiveness. In doing so, we can truly create a travel experience that is reassuring and stress-free for passengers, thereby delivering peak travel experiences.

This training is one of a series of courses aimed at supporting BGS’s “Three Fundamentals” development initiative. Moving forward, BGS will take this specialized service training as an opportunity to further build consensus, enhance innovation awareness, and invigorate service vitality. We will remain true to our original aspiration of providing sincere and heartfelt service, firmly uphold our confidence in improving quality and efficiency, and propel the company toward high-quality development. Through solid and practical work achievements, we will warmly welcome the 30th anniversary of the company’s founding.