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Quality Control and Services - Coggle Diagram
Quality Control and Services
Personal Quality
Image, presentation and personal disposition
Principles and values of personal quality
Commitment and awareness of quality
The image of the organization through the person
The service
The voice of the customer. Diagnosis of customer needs
Service strategies. Cooking of the service and the product
Quality indicators. Low quality risks
Benefits of service excellence
Phases of the service
Welcome and Listen
Information and Advice
Provision of the service
Farewell
The client
Customer types
Customer satisfaction and delight
Hard and soft service specifications
The internal customer
Communication and customer service
Personalized attention
Telephone service
Handling of complaints and claims
After-sales service. Service feedback
Leadership in service: How to achieve it
Management in customer service
Basis for designing a high-quality customer service system
Strategies to ensure a high quality service
The creation of value, positioning and differentiation
The audit of the service chain. Smart organization for service