Your SlideShare is downloading. ×
Customer Satisfaction
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×

Saving this for later?

Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime - even offline.

Text the download link to your phone

Standard text messaging rates apply

Customer Satisfaction

4,343
views

Published on

Published in: Education

1 Comment
1 Like
Statistics
Notes
  • permission for download this slide
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
No Downloads
Views
Total Views
4,343
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
311
Comments
1
Likes
1
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. Customer Satisfaction
    Tanetra Austin 2010
  • 2. Customer Satisfaction
    • Business gain majority of their customers through Customer Satisfaction.
  • Total Quality Management
    • An organizations success depends on:
    • 3. How many satisfied customers it has
    • 4. How much they buy
    • 5. How often they buy
    • 6. Customers that are satisfied will increase in number.
    • 7. Buy more and buy more frequently
  • Total Quality Management
    • Manufactures and service organizations use customer satisfaction as the measure of quality.
  • Total Quality Management (TQM)
    • A successful TQM program begins by:
    Defining quality from the customers perspective.
    • Customers seek for:
    • 8. A quality product
    • 9. A reasonable price
    • 10. On time delivery
    • 11. Outstanding service
  • What is Quality
    • Quality- meeting or exceeding the customer’s expectations.
    Quality can be quantified as: Q=P/E
    Q=Quality
    P=Performance
    E=Expectations
  • 12. Who is the Customer
    • There are two types of customers:
    External:
    -One who uses the product or service
    -One who purchases the product or service
    -One who influences the sale of the product or service.
  • 13. Who is the Customer contd.
    Internal:
    -Receives a product or service
    -Exchanges a product or service
    -Provides a product or service
    Inputs from External Customers
    Outputs To External Customers
    Internal Customer
    Customer/Supplier Chain
  • 14. Customer Perception of Quality
    • There is no acceptable quality level because the customer’s:
    Needs
    Values
    Expectations
    are constantly changing and becoming more demanding.
  • 15. Customer Perception of Quality contd.
    • Before customer’s purchase a major product they check the ratings quality about the product. Customer’s check for:
    Performance (fitness for use)
    Features(primary function)
    Service(customer -added value)
    Warranty(promise and guarantee of product)
    Price(higher price to obtain value)
    Reputation(overall experience)
  • 16. Customer Feedback
    • Feedback is an ongoing and active probing of the customers’ mind. Feedback enables the organization to:
    Discover customer satisfaction
    Discover relative priorities of quality
    Compare performance with the competition
    Identify customers’ needs
    Determine opportunities for improvement
  • 17. Service Quality
    • Customer service is the set of activities an organization uses to win and retain customers’ satisfaction.
  • Service Quality: Organization
    • To ensure the same level of quality for all customers, the organization must:
    • 18. Identify each market segment
    • 19. Write down the requirements
    • 20. Communicate the requirements
    • 21. Organize processes
    • 22. Organize physical spaces
  • Service Quality: Customer Care
    • An organization should revolve around the customer, because the customers are the key to any business. Customer Care should:
    Meet the customer’s expectations
    Get the customer’s point of view
    Deliver what is promised
    Make the customer feel valued
    Respond to all complaints
  • 23. Service Quality: Customer Care
    • An organization should revolve around the customer, because the customers are the key to any business. Customer Care should:
    Meet the customer’s expectations
    Get the customer’s point of view
    Deliver what is promised
    Make the customer feel valued
    Respond to all complaints
  • 24. Service Quality: Communication
    • An organization’s communication to its customers must be consistent with its level of service quality. Communication should:
    Minimize the number of contact points
    Provide pleasant, knowledge, and enthusiastic employees
    Write documents in customer friendly language
  • 25. Service Quality: Front-line people
    • Customers are the most valuable asset of any company. Only the best employees are worthy of a company’s customers.
    • 26. Its best to remember the following about front-line people:
    Challenge them to develop better methods
    Give them the authority to solve problems
    Be sure they are adequately trained
  • 27. Service Quality: Leadership
    • No quality improvement can succeed without management’s involvement.
    • 28. Leaders should:
    Lead by example
    Listen to the front-line people
    Strive for continuous process improvement
  • 29. Works Cited
    Customer Satisfaction (n.d.). The Gelfond Group. Retrieved from
    http://www.gelfondgroup.com/linkage.cfm
    Besterfield, Dale, H ., Besterfield-Michna, Carol, Besterfield, H. Glen, Bestergield- Sacre , Mary,.(2003) Customer Satisfaction. Helba Stephen. Yarnell Debbie. (Eds), Total Quality Management (pgs. 55-80) Location: Upper Saddle River, New Jersey