Please register (it's free!) or login to view the remaining preview.

If you are logged in, your referral link [?] is automatically included below.

EMBED CODE (Copy and Paste)

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

Got a question about the product? Email us at [email protected] or ask the author directly by using the form to the right. If you cannot view the preview above this document description, go here to view the large preview instead.

Source: Customer Delight through Quality PowerPoint document

Top Flevy Author [?]

Customer Delight through Quality

Sold by Operational Excellence Consulting (this author has 161 documents)

$49.00

ALL FEES INCLUDED

Add to Cart

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

Purchase includes lifetime product updates. After your purchase, you will receive an email to download this document.

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

Ask the Author a Question

Must be logged in Click here to log in

CUSTOMER TESTIMONIALS

"I have used Flevy services for a number of years and have never, ever been disappointed. As a matter of fact, David and his team continue, time after time, to impress me with their willingness to assist and in the real sense of the word. I have concluded in fact that it is not at all just a repository of documents/resources but, in the way that David and his team manage the firm, it is like dealing with consultants always ready to assist, advise and direct you to what you really need, and they always get it right.

I am an international hospitality accomplished senior executive who has worked and lived during the past 35 years in 23 countries in 5 continents and I can humbly say that I know what customer service is, trust me.

Aside from the great and professional service that Flevy's team provide, their wide variety of material is of utmost great quality, professionally put together and most current.

Well done Flevy, keep up the great work and I look forward to continue working with you in the future and to recommend you to a variety of colleagues around the world."

– Roberto Pelliccia, Senior Executive in International Hospitality

"I have found Flevy to be an amazing resource and library of useful presentations for lean sigma, change management and so many other topics. This has reduced the time I need to spend on preparing for my performance consultation. The library is easily accessible and updates are regularly provided. A wealth of great information."

– Cynthia Howard RN, PhD, Executive Coach at Ei Leadership

"If you are looking for great resources to save time with your business presentations, Flevy is truly a value-added resource. Flevy has done all the work for you and we will continue to utilize Flevy as a source to extract up-to-date information and data for our virtual and onsite presentations!"

– Debbi Saffo, President at The NiKhar Group

"I have used FlevyPro for several business applications. It is a great complement to working with expensive consultants. The quality and effectiveness of the tools are of the highest standards."

– Moritz Bernhoerster, Global Sourcing Director at Fortune 500

"As a consultant requiring up to date and professional material that will be of value and use to my clients, I find Flevy a very reliable resource.

The variety and quality of material available through Flevy offers a very useful and commanding source for information. Using Flevy saves me time, enhances my expertise and ends up being a good decision."

– Dennis Gershowitz, Principal at DG Associates

"As a consulting firm, we had been creating subject matter training materials for our people and found the excellent materials on Flevy, which saved us 100's of hours of re-creating what already exists on the Flevy materials we purchased."

– Michael Evans, Managing Director at Newport LLC

"Flevy is our 'go to' resource for management material, at an affordable cost. The Flevy library is comprehensive and the content deep, and typically provides a great foundation for us to further develop and tailor our own service offer."

– Chris McCann, Founder at Resilient.World

"As an Independent Management Consultant, I find Flevy to add great value as a source of best practices, templates and information on new trends. Flevy has matured and the quality and quantity of the library is excellent. Lastly the price charged is reasonable, creating a win-win value for the customer, Flevy and the various authors. This is truly a service that benefits the consulting industry and associated clients. Thanks for providing this service. "

– Jim Schoen, Principal at FRC Group

"I like your product. I'm frequently designing PowerPoint presentations for my company and your product has given me so many great ideas on the use of charts, layouts, tools, and frameworks. I really think the templates are a valuable asset to the job."

– Roberto Fuentes Martinez, Manager at Technology Transformation Advisory

"FlevyPro provides business frameworks from many of the global giants in management consulting that allow you to provide best in class solutions for your clients."

– David Harris, Managing Director at Futures Strategy

SELECT CUSTOMERS

Since 2012, we have provided best practices to over 5,000 businesses and organizations of all sizes across the world—in over 130 countries. Below is just a very small sample of our customer base.

Did you know?

The average daily rate of a McKinsey consultant is $6,625 (not including expenses). The average price of a Flevy document is $65.

CUSTOMERS ALSO BOUGHT THESE DOCUMENTS

Customer Loyalty 89-slide PowerPoint deck $99.99 Author: Documents & Files Customer Experience Customer Loyalty	Customer Attrition and Retention 36-slide PowerPoint deck $55.00 Author: Vizible Results Inc. Customer Loyalty	The Net Promoter Score (NPS) 47-slide PowerPoint deck $34.50 Author: Operational Excellence Consulting LLC Customer Loyalty Net Promoter Score	Loyalty Program - Implementation Toolkit Excel workbook and supporting ZIP $149.00 Author: Gerard Blokdijk Customer Loyalty
Service-Profit Chain 15-slide PowerPoint deck $20.00 This is a FlevyPro [?] document. Subscribe and save with FlevyPro! Customer Loyalty Employee Management	Customer Retention - Implementation Toolkit Excel workbook and supporting ZIP $249.00 Author: Gerard Blokdijk Customer Loyalty	Customer Experience Strategy - Template and Guide 56-slide PowerPoint deck $65.00 Author: CustCore Consulting Customer Experience	Digital Transformation Strategy 118-slide PowerPoint deck $89.00 Author: LearnPPT Digital Transformation Customer Experience Business Transformation
Design Thinking 249-slide PowerPoint deck $89.00 Author: Operational Excellence Consulting Innovation Management Customer Experience Ideation	Customer Journey Mapping 133-slide PowerPoint deck $79.00 Author: Operational Excellence Consulting Customer Experience Customer Decision Journey	Effective Staff Suggestion System (Kaizen Teian) 211-slide PowerPoint deck $89.00 Author: Operational Excellence Consulting Employee Management	Complete Guide to Customer-centric Design (CCD) 103-slide PowerPoint deck $69.00 Author: LearnPPT Customer Experience