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DOCUMENT DESCRIPTION

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

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

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: Customer Delight through Quality PowerPoint document

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Customer Delight through Quality

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This business document is categorized under the function(s):

Organization, Change, & HR Strategy, Marketing, & Sales

It applies to All Industries

File Type: PowerPoint (pptx)

File Size: 3.3 MB

Number of Slides: 44 (includes cover, transition slides)

Related Topic(s): Customer Loyalty

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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

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