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BENEFITS OF 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
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 Service Excellence (sold separately):
• Customer Service Basics
• Customer Service Essentials
• Service Recovery
• Delivering Service Excellence
• Customer Experience Management Models
• Design Thinking
• Customer Journey Mapping
• Six Basic Rules of Effective Customer Service Poster
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Source: Best Practices in Customer Loyalty PowerPoint Slides: Customer Delight through Quality PowerPoint (PPTX) Presentation, Operational Excellence Consulting
OVERVIEW
ABOUT THE AUTHOR
Operational Excellence Consulting, founded in 2009 by Allan Ung, draws from extensive experience at Microsoft, IBM, and Underwriters Laboratories (UL). With over three decades of expertise in strategy deployment, customer experience design, and operational excellence, our mission is clear: empowering global individuals and organizations through Design Thinking and Lean Methodologies. [read more]
Ask the Author a Question
Customer Loyalty Customer Experience Human Resources ISO 9001 Employee Management Net Promoter Score Customer Satisfaction Psychology Cyber Security Business Transformation Digital Transformation Relationship Marketing Problem Solving Benchmarking Objectives and Key Results Diversity Lean Game Creativity Workshops Performance Management Goal Setting Kaizen Quality Management & Assurance Onboarding Mobile Strategy
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