QUALITY CONTROL AND SERVICE (UNIT 1. PERSONAL QUALITY (PRINCIPLES AND…
QUALITY CONTROL AND SERVICE
UNIT 1. PERSONAL QUALITY
PRINCIPLES AND VALUES OF PERSONAL QUALITY
Personal quality can be defined
As the answer to the demands and expectations
Those concrete expectations.
They are emotional desires.
COMMITMENT AND AWARENESS OF QUALITY
Various definitions of Quality
A response to the environment in which they are immersed.
A way to stay competitive and increase productivity.
It has become for today's organizations one of the pillars to achieve success.
It implies the determination of the activities that must be carried out.
IMAGE, PRESENTATION AND PERSONAL DISPOSAL
It is very important because
Give a certain image, nice and cordial.
Greet the customer, give him a friendly smile, treat him kindly, and the customer will observe the attitudes of the seller.
Work environment acquires a certain importance depending on the position we play.
THE IMAGE OF THE ORGANIZATION THROUGH THE PERSON
It must exist
An impeccable organizational image and a prosperous future, which translates into improvements for shareholders and employees.
Start with the direction, since they are the guides of the institution.
The people who make up the organization keep the customers and the people in the community satisfied.
The departments produce quality according to the users.
UNIT 3. SERVICE PHASES
INFORMATION AND ADVICE
It is characterized by
Demonstrate absolute security to create an environment of trust.
Keep the client informed using simple oral and body language that he can understand.
Willingness to help clients and provide them with prompt and timely service.
Role that a company must offer
The needs of the client, should concentrate on adapting the offer based on the experience that it has consumer behaviors.
Some elements we have
Customer Service Surveys
Evaluation of attention behavior.
Determination of customer needs.
Rewards analysis and motivation.
WELCOME AND LISTEN
In order to maintain a good communication, it must be taken into account
Treat him with respect and affection.
Welcoming him showing confidence and knowing how to keep distances, applying the appropriate treatment.
Help the client to expose their problem.
Start the relationship with opening questions that help you to expose your need or your problem.
Turn around with the customer.
Leave what is in your hands to dedicate an exclusive attention.
To listen to
Pay attention when you state your needs, problems or the reasons that have led you to enter our company.
As it should be
Brief, cordial and in it you have to look for the customer to leave satisfied and wanting to re-request new services.
UNIT 4. THE CUSTOMER
CUSTOMER SATISFACTION AND DELIVERY
A company needs to determine the satisfaction levels of its customers.
Customer Needs We Have
Need to be well received.
Need to feel important.
Need to be understood.
Need for comfort.
HARD AND SOFT SERVICE SPECIFICATIONS
Components of quality in service According to Idelfonso Grande Esteban.
TYPES OF CUSTOMERS
What is the customer
A person or an organization that requires satisfying a need
acquiring a product or service.
Robert L. Desatnick tells us about two types of clients.
The internal customer.
It belongs to the organization, and not because it is in it, it no longer requires
of the provision of the service by other employees.
The external customer
Person who does not belong to the company, but are attention is directed, offering them a product and / or service.
THE INTERNAL CUSTOMER
He receives from others some product or service, which he must use for some of his work.
UNIT 2. THE SERVICE
The risks of poor quality
Companies that offer low quality are forced to make greater investments in marketing.
It can affect and negatively impact your activities and processes.
An unsatisfied employee generates dissatisfied customers.
BENEFITS OF SERVICE EXCELLENCE
Some benefits we have
Influence directly on the satisfaction of the consumer and in the business itself.
It has a direct impact on the business.
Excellence is a must.
It consists of
Have a leadership of the top management, because it is the basis of driving the value chain of the service to customer satisfaction.
It is characterized by
Customer satisfaction drives customer loyalty.
Employee satisfaction drives your loyalty.
Internal quality drives employee satisfaction.
The employee loyalty drives productivity.
The leadership of the top management is the basis of the chain.
THE CUSTOMER'S VOICE
To hear it, you have to do it
Listen to their opinions and translate them into concrete actions.
Which means two things.
Listen to it in the literal sense of the word.
Act after listening.