Customer Satisfaction

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Customer Satisfaction

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

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