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Quality With A Passion Linked In

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How to get your teams to deliver "Quality with a Passion"

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Quality With A Passion Linked In

  1. 1. QUALITY WITH A PASSION Peter James
  2. 2. Would you agree that the demands on you and your people for quality can make your job quite demanding?
  3. 3. Would you agree that if you could get your people to do more, then that would make your job easier?
  4. 4. What is “more”? Often supervisors and managers know they want “more” but cannot clearly and specifically define that to their employees
  5. 5. Do you have what it takes to provide outstanding quality customer service with a passion?
  6. 6. Quality consciousness checklist ...true or false.... Quality is preventing problems rather than picking up the pieces afterwards Quality can always be improved Quality requires commitment The most important reason for a quality program at work is to have satisfied customers
  7. 7. Constant attention to quality is unnecessary First impressions aren't important in creating a quality environment Quality is the little things as well as the big things A quality program must have management support to be successful
  8. 8. Quality guidelines are best communicated by word of mouth Most people want to do quality work Customers pay little attention to quality A quality program must mesh with the organizations goals Quality relates to the process as well as to the goal
  9. 9. What is quality customer service? THE PROCEDURAL SIDE...of service consists of the established systems and procedures to deliver service THE PERSONAL SIDE.....of service is how service personnel (using their attitudes, behaviors and verbal skills) interact with customers
  10. 10. p r o c e d u a l personal Four types of service the mouse
  11. 11. Four types of service the “machine” p r o c e d u r a l personal
  12. 12. Four types of service the friendly chatterbox p r o c e d u r a l personal
  13. 13. Four types of service quality customer service p r o c e d u r a l personal
  14. 14. Reasons why quality service is important Growth of the service industry Increased competition Greater understanding of customers Quality customer service makes economic sense
  15. 15. Four steps to quality customer service
  16. 16. 1. Send a positive attitude to others An attitude is a state of mind influenced by thought and action tendencies The attitude you send out is usually the attitude you get back
  17. 17. 2. Identify the needs of your guests Know the timing requirements Be one step ahead Attentiveness...read their need: – to be understood – to feel welcome – to feel important – for comfort
  18. 18. 3. Provide for the needs of your guests Keep on top of important back-up duties Send clear messages Say the right thing Plan to meet their four basic needs Expect the unexpected, have a contingency plan.
  19. 19. 4. Make sure your guests return. If you are interested in having your guests return on a consistent basis then please contact Peter at 305-892-7068 Email: pjames@jwu.edu Let’s talk and see how we can help each other

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