Customer Delight Through Quality

Customer Delight through Quality: 

Customer Delight through Quality © Operational Excellence Consulting. All rights reserved.

Objectives: 

Objectives Understand the basic concepts of delighting customers through quality Define what it takes to create Customer Delight Define how to maximize on Moments of Truth Describe how to manage Service Recovery Explain the imperatives of a positive service culture

Contents : 

Contents What is Quality? Quality: The Big Picture Who is the Customer? External Customers Internal Customers Product Quality Expectations of Product Quality Service Quality Why do Companies Lose Customers? Reasons for Switching to the Competition Experienced Poor Service? 5 Dimensions of Service Quality Moments of Truth? How to Maximize the Moments of Truth 8 Steps to Service Recovery Service Culture Management Support Motivators & Rewards 10 Tips to Positive Service Culture People Being a Customer-oriented Professional Summary NOTE: As this is a PREVIEW , only a sample of slides are shown. To download the complete presentation, please visit: http://www.oeconsulting.com.sg/Customer-Delight-through-Quality.php

What is Quality?: 

What is Quality? Conformance with requirement (stated needs) Fitness for purpose (Implied needs) spoken unspoken

Quality: The BIG Picture: 

Customer Product Quality Culture Service Quality People Continuous Improvement Quality: The BIG Picture

Who are your Internal Customers?: 

Who are your Internal Customers? Subordinate Peer Supervisor Other departments Treat your colleagues as your customers

Expectations of Product Quality: 

Expectations of Product Quality Meet requirements Right the first time Perform as expected Innovative Defect free

5 Dimensions of Service Quality : 

5 Dimensions of Service Quality R eliability A ssurance T angibles E mpathy R esponsiveness

Moments of Truth: 

Moments of Truth A moment of truth is any interaction a customer has with our business

8 Steps To Service Recovery: 

8 Steps To Service Recovery Express respect Listen to understand Uncover expectations Repeat the specifics Outline solution or alternatives Take action and follow through Keep customer informed of status Validate for satisfaction

Management Support: 

Management Support Lead by example – role modeling Provide on-going coaching and counseling Adopt a learning attitude

Motivators & Rewards: 

Motivators & Rewards Rewards and recognition Motivators Positive reinforcement Customer compliments Take pride on job well done

SUMMARY: Achieving Customer Delight: 

SUMMARY: Achieving Customer Delight Starts with you Adopt a Quality mind-set Be responsive Take ownership of the problem Anticipate customer’s need Commit to doing the job well

PowerPoint Presentation: 

End of Preview To download the complete presentation, visit our website below: http://www.oeconsulting.com.sg/Customer-Delight-through-Quality.php Operational Excellence Consulting http://www.oeconsulting.com.sg