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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.
  • 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.