QUALITY CONTROL AND SERVICES (UNIT 6. LEADERSHIP IN THE SERVICE (BASES FOR…
QUALITY CONTROL AND SERVICES
UNIT 5. COMMUNICATION AND CUSTOMER CARE
Because it's very important
The way we establish communication and the tone of the conversation.
Elementary steps we have
Give the name of the company and position or department.
Say our name
Greet the caller.
Let us offer help.
MANAGEMENT OF COMPLAINTS AND CLAIMS
How do you know
The seller must know how to accept complaints and claims from his customers.
Requires several steps or procedures
Update your database.
Make sure your system is capable of storing each of your customers' transactions.
Familiarize yourself with your customers.
What does pos mean
When the cycle of the development of a sale is completed, a new stage of relationship with the buyer begins.
What are the benefits
Specific aspects that can boost your sales.
The consolidation of the incipient trust acquired.
The future reiteration of new purchases.
The binding references.
UNIT 6. LEADERSHIP IN THE SERVICE
BASES FOR THE DESIGN OF A HIGH QUALITY CUSTOMER SERVICE SYSTEM
Some Commandments of Customer Service may be mentioned
Do whatever you promise.
Failure at one point means failure at everything.
There is nothing impossible when you want
The judgment about the quality of service is done by the customer.
The customer above everything.
STRATEGIES TO ENSURE A HIGH QUALITY SERVICE
The employee loyalty drives productivity.
The value of the service drives customer satisfaction.
Employee satisfaction drives your loyalty.
Customer satisfaction drives customer loyalty.
Internal quality drives employee satisfaction.
WHAT TO MANAGE IN CUSTOMER SERVICE
How do you know
A Customer perceives quality in the services when he receives the product that satisfies his need and surpasses it, in the moment and place.
THE AUDIT OF THE SERVICE CHAIN
Being a smart organization
The one that builds a management philosophy shared at all levels and that is kept in constant feedback with its interior and exterior.
Steps needed to develop a Smart Organization.
THE CREATION OF VALUE, POSITIONING AND DIFFERENTIATION
What is being
Customer satisfaction is achieved by offering quality services that meet your needs.
Which is the differentiating element for any company.