Health Care Settings
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Health Care Settings

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  • External customers can be defined in many ways such as the one who uses the product or service, the one who purchase the product or service, or the one who influences the sale of the product or service.Internal customers is just as important. Every function, whether it be engineering order processing, or production, has an internal customer-each receives a product or service and, in exchange, provides a product or service.

Health Care Settings Presentation Transcript

  • 1. Customer Satisfaction
    Cylenthia Griffin
    2010
  • 2. Who is the Customer?
    External Customers
    Internal Customers
  • 3. Customer Perception of Quality
    Performance
    Features
    Warranty
    Price
    Reputation
  • 4. Feedback
    Comment Card
    Customer Questionnaire
    Focus Group
    Toll-Free Telephone Numbers
    Customers Visit
    Report Card
    The Internet and Computers
    Employee Feedback
    Mass Customization
    The American Customer Satisfaction Index
  • 5. Service Quality
    Organization
    Customer Care
    Communication
    Front-line People
    Leadership
  • 6. Translating Needs into Requirements
    Explicit Requirements
    Innovations
    Unstated or Unspoken Requirements
  • 7. Customers Retention
    Is more powerful and effective than customer satisfaction.
    It represents the activities that produce the necessary customer satisfaction that creates customer loyalty, which actually improves the bottom line.
    It moves customers satisfaction to the next level by determining what is truly important to the customers and making sure that the customer satisfaction system focuses valuable resources on things.
  • 8. Additional Comments
    Improved service frequently carries a cost, so an organization must determine its return on the service investment by determining those elements of service that significantly improve revenues and market share.
    The organization must continually improve the methods of obtaining information concerning the customer’s needs and expectations.