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Customer Delight through Quality (PowerPoint PPTX)

File Type: 44-slide PowerPoint presentation (PPTX)

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BENEFITS OF DOCUMENT

Creates awareness of customer delight based on quality concepts.
A simple presentation tool to educate customer service staff/agents on the basics of customer delight.

DESCRIPTION

This product (Customer Delight through Quality) is a 44-slide PowerPoint presentation (PPTX), which you can download immediately upon purchase.

Businesses exist because of customers. Delivering delightful experience creates loyal customers and keeps them coming back. Applying these tools internally creates a positive working culture. In this simple presentation, you will find useful information on 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

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Source: Best Practices in Customer Loyalty PowerPoint Slides: Customer Delight through Quality PowerPoint (PPTX) Presentation, Operational Excellence Consulting

$49.00

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OVERVIEW

File Type: PowerPoint

(PPTX)

File Size: 3.3 MB

Number of Slides: 44 (includes cover and all slides)

Terms of usage (for all documents from Operational Excellence Consulting)

Initial upload date (first version): May 16, 2015

Most recent version published: Feb 22, 2019

ABOUT THE AUTHOR

Author: Operational Excellence Consulting

Additional documents from author: 221

Operational Excellence Consulting is a management training and consulting firm dedicated to enhancing the effectiveness and productivity of individuals and organizations. Our mission is to drive lasting beneficial change by leveraging design thinking and lean management approaches. [read more]

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