ObservationreportonTCinspectionfor28JulysessioninChangshaHowtoachieverealcustomercareontestday?WhatIobserved:Qualitycustomerserviceisofutmostimportanceintheprocessoftestdelivery,andIwashighlyimpressedwithTCstaff’sgreateffortputinthisregards.Besidesthecustomizeduniformtheirstaffwearingwhichdisplaybeautifulsceneryinfrontofthecandidates,Icanfeeltheirwholeheartedenthusiasmfromeachone’ssmilingface.It’salsowellnotedthatacustomizedtestdayworkflowstationedatcandidate’sfirsteyesightuponenteringthebuilding(differentfromourroutinestepguidesinceitclearlyindicatetheinformationassociatedwithcandidate’sjourneylikethewaitingroomnumber,toiletlocationetc).Moreover,adedicateddoctor(deployedfromprovince-levelhospital)wasalsostandbyonsiteperformingtheinformationenquiryroleatthesametime.ThereisalsoanoperationaldiscrepancycomparedtoourregionthatthemetaldetectorcheckisdonebyTCstaffateachroombeforecandidateenters.WhatIlearnt:ThoughthereissomeinevitableflawlikethatnoteveryTCstaffiswellacquaintedaboutthestaffingarrangementintheeventofmeetingspecialneedscandidate,Inowrealizethatagoodcustomerserviceisfarmorethanjustdelivertheservicetocandidatewithoutcomplaint,itrequiresacomprehensiveunderstandingofcandidates’realneedsandevenrationallypredictthepotentialrequest,soastoachievegoodcustomercaretotheaudience’ssatisfactory,orevenexceedthat.Inaword,thinkingahead,doinginadvanceandmakingsomethingdifferent.Howtocarryoutthetestdaycontingencyplanfromthetopdown?WhatIobserved:It’snotedthatTCmarshalassignedtoeachtestroomrepeatedlyannouncedtheinformationrelatedtotestdayemergencyplanintheirbriefingtocandidatesqueuedinlinebeforecheckedin.Someevenusedpreparednotessoastoconveyamoreconsistentmessage.Thetonetheyusedisassertivebutfriendly,muchmorelikekindreminder.WhatIlearnt:Testdaycontingencyplanisalwaysontopofthechecklisttodoublecheckwhenworkingassupervisor,however,Ihavetoadmitthatitsometimeschangedtoasenseofformalitysinceitisindeedasmallprobabilityevent.Followingtheobservation,Ineedtostrengthenmypersonal