This Slideshare presentation is a partial preview of the full business document. To view and download the full document, please go here: http://flevy.com/browse/business-document/customer-delight-through-quality-1484 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

1. © Operational Excellence Consulting. All rights reserved.
Customer Delight
through Quality
© Operational Excellence Consulting. All rights reserved.

2. 3© Operational Excellence Consulting. All rights reserved.
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
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3. 5© Operational Excellence Consulting. All rights reserved.
What is Quality?
Conformance with
requirements
(stated needs)
Fitness for purpose
(implied needs)
spoken
unspoken
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Who are your Internal Customers?
• Subordinate
• Peer
• Supervisor
• Other departments
Treat your colleagues as your
customers
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Expectations of Product Quality
• Meet requirements
• Right the first time
• Perform as expected
• Innovative
• Defect-freeThis document is a partial preview. Full document download can be found on Flevy:
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8. 15© Operational Excellence Consulting. All rights reserved.
Continuous
Improvement
Quality: The BIG Picture
Customer
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Why Companies Lose Customers?
• 1% Died
• 3% Moved away
• 5% Influenced by friends
• 9% lured away by the competition
• 14% Dissatisfied with product
• 60% Turned away by attitude of indifference
Source: The Pryor Report, Vol 10, No. 4a
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Experienced Poor Service?
• Average customer tells 9 to 10
people
• 13% of customers spread the
bad news to more than 20
people
Source: Service Quality- Forethought, not Afterthought, The Journal of Business Strategy,
Sep/Oct 89
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11. 21© Operational Excellence Consulting. All rights reserved.
Moments of Truth
• A moment of truth is any interaction a
customer has with our business
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12. 23© Operational Excellence Consulting. All rights reserved.
The customer is not always
right, but...
it is also true that the
customer is always
the customer
Bottom line: Solving the problem is
more important than who is “right”
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Step 1 : Express Respect
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Step 2: Listen to Understand
• What the person is feeling
how they feel
• What the person is wanting
what problem to solve
• What the person is thinking
why the person feels the way they do
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Step 4 : Repeat the Specifics
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Step 6 : Take Action and Follow
Through
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Step 8 : Validate for Satisfaction
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18. 35© Operational Excellence Consulting. All rights reserved.
Continuous
Improvement
Quality: The BIG Picture
Customer
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Motivators & Rewards
• Rewards and recognition
• Motivators
Positive reinforcement
Customer compliments
Take pride on job well doneThis document is a partial preview. Full document download can be found on Flevy:
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20. 39© Operational Excellence Consulting. All rights reserved.
Continuous
Improvement
Quality: The BIG Picture
Customer
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21. 41© Operational Excellence Consulting. All rights reserved.
SUMMARY: Achieving Customer
Delight
• Starts with you
• Adopt a Quality mind-set
• Be responsive
• Take ownership of the problem
• Anticipate customer’s need
• Commit to doing the job well
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22. 43© Operational Excellence Consulting. All rights reserved.
Other Presentations You May Like…
Check out our presentations catalog at http://www.oeconsulting.com.sg/#!training-presentations/c1les
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About Operational Excellence
Consulting
• Operational Excellence Consulting is a management
training and consulting firm that assists organizations in
improving business performance and effectiveness.
• The firm’s mission is to create business value for
organizations through innovative operational excellence
management training and consulting solutions.
• OEC takes a unique “beyond the tools” approach to enable
clients develop internal capabilities and cultural
transformation to achieve sustainable world-class excellence
and competitive advantage. For more information, please visit
www.oeconsulting.com.sg
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