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Customer Delight through Quality (PowerPoint PPTX)

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HIGHLIGHTS

Author: Operational Excellence Consulting TOP AUTHOR [?]

Immediate, digital download

File Type: 44-slide PowerPoint presentation (PPTX)

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.

DOCUMENT 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

Got a question about the product? Email us at [email protected] or ask the author directly by using the "Ask the Author a Question" form. 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 (pptx)

ABOUT THE AUTHOR: OPERATIONAL EXCELLENCE CONSULTING

Operational Excellence Consulting is a management training and consulting firm that is dedicated to helping individuals and organizations become more effective and productive in the post-pandemic new normal. [read more]

Operational Excellence Consulting has published 192 additional documents on Flevy.

DETAILS

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, & marketing 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

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