Quality Presentation
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This document outlines factors that impact customer service quality including an agent's mindset, knowledge, training, work environment, and equipment efficiency. It discusses that quality is represented by a customer's experience through their greeting, service, and loyalty, and how poor quality can negatively impact a business through lost customers, investors, new business, reputation, and potential layoffs. Maintaining high quality is important for business success.
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- 1. IF NOT, THEN WHAT IS QUALITY...
- 2. CALL AGENT’S SERVICE Agent’s state of mind Insufficient product knowledge Training Working Environment Management Quality Teams Represent company
- 3. THE EQUIPMENT Efficiency of computers Broken telephones Office Furniture
- 4. THE CUSTOMER’S EXPERIENCE Greeting Service Provided Loyalty to the Company
- 5. BUSINESS IMPACT Loss of customers Loss of current investors Loss of potential investors No new business Reputation Retrenchment