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Customer Delight through Quality by Operational Excellence Consulting

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Training presentation on creating customer delight based on basic quality concepts. It includes the framework for Customer Delight, identifying and maximizing the moments of truth, management of service recovery and tips to create a positive service culture.

To download this complete presentation, please go to: http://www.oeconsulting.com.sg

Published in: Business, Education

Customer Delight through Quality by Operational Excellence Consulting

  1. 1. © Operational Excellence Consulting. All rights reserved. Customer Delight through Quality © Operational Excellence Consulting. All rights reserved.
  2. 2. 2© Operational Excellence Consulting. All rights reserved. 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
  3. 3. 3© Operational Excellence Consulting. All rights reserved. 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 • Summary NOTE: As this is a PREVIEW, only selected slides are shown. To download the complete presentation, please visit: http://www.oeconsulting.com.sg
  4. 4. 4© Operational Excellence Consulting. All rights reserved. What is Quality? Conformance with requirements (stated needs) Fitness for purpose (implied needs) spoken unspoken
  5. 5. 5© Operational Excellence Consulting. All rights reserved. Continuous Improvement Quality: The BIG Picture Customer
  6. 6. 6© Operational Excellence Consulting. All rights reserved. Who are your Internal Customers? • Subordinate • Peer • Supervisor • Other departments • Treat your colleagues as your customers
  7. 7. 7© Operational Excellence Consulting. All rights reserved. Expectations of Product Quality • Meet requirements • Right the first time • Perform as expected • Innovative • Defect free
  8. 8. 8© Operational Excellence Consulting. All rights reserved. 5 Dimensions of Service Quality • Reliability • Assurance • Tangibles • Empathy • Responsiveness
  9. 9. 9© Operational Excellence Consulting. All rights reserved. Moments of Truth • A moment of truth is any interaction a customer has with our business
  10. 10. 10© Operational Excellence Consulting. All rights reserved. 8 Steps To Service Recovery 1. Express respect 2. Listen to understand 3. Uncover expectations 4. Repeat the specifics 5. Outline solution or alternatives 6. Take action and follow through 7. Keep customer informed of status 8. Validate for satisfaction
  11. 11. 11© Operational Excellence Consulting. All rights reserved. Management Support • Lead by example – role modeling • Provide on-going coaching and counseling • Adopt a learning attitude
  12. 12. 12© Operational Excellence Consulting. All rights reserved. Motivators & Rewards • Rewards and recognition • Motivators  Positive reinforcement  Customer compliments  Take pride on job well done
  13. 13. 13© 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
  14. 14. © Operational Excellence Consulting. All rights reserved. To download this presentation, please visit us at: www.oeconsulting.com.sg END OF PREVIEW

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