This document discusses the importance of quality customer service and provides guidance on how to achieve it. It defines quality customer service as having both procedural and personal aspects. Four types of service are identified: the mouse, the machine, the friendly chatterbox, and quality customer service. The document also lists four steps to providing quality customer service: sending a positive attitude, identifying guest needs, providing for those needs, and ensuring guests return. The overall message is that outstanding quality customer service requires commitment, understanding customer needs, and having both effective procedures and positive interactions.

1. QUALITY WITH A PASSION
Peter James

2. Would you agree that the
demands on you and your
people for quality can make
your job quite demanding?

3. Would you agree that if you
could get your people to do
more, then that would make
your job easier?

4. What is “more”?
Often supervisors and managers
know they want “more” but cannot
clearly and specifically define that
to their employees

5. Do you have what it takes to
provide outstanding quality
customer service with a
passion?

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. 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. 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. 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. p
r
o
c
e
d
u
a
l
personal
Four types of service
the mouse

11. Four types of service
the “machine”
p
r
o
c
e
d
u
r
a
l personal

12. Four types of service
the friendly chatterbox
p
r
o
c
e
d
u
r
a
l
personal

13. Four types of service
quality customer service
p
r
o
c
e
d
u
r
a
l
personal

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. Four steps to quality
customer service

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. 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. 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. 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