Customer Delight through Quality (PowerPoint PPTX)

Businesses exist because of customers, and delivering a delightful experience creates loyal customers who keep coming back. In today's competitive landscape, focusing on Customer Experience (CX) is essential. Applying these tools internally also fosters a positive working culture. This simple presentation provides valuable insights into the basic concepts of delighting customers through quality. It includes:

•  The framework for Customer Delight
•  Identifying and maximizing the moments of truth
•  Management of service recovery
•  Tips to create a positive service culture

LEARNING OBJECTIVES

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

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

Note: In addition to this training presentation, you may also be interested in the following presentations on Customer Experience (CX) (sold separately):

•  Customer Service Basics
•  Customer Service Essentials
•  Service Recovery
•  Delivering Service Excellence
•  Customer Experience (CX) Management Models
•  Design Thinking
•  Customer Journey Mapping
•  Six Basic Rules of Effective Customer Service Poster

This presentation also covers the critical steps to effective service recovery, ensuring customer satisfaction is validated. Emphasizes the importance of continuous improvement in maintaining high standards of product and service quality.